Manager, Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $110k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Elation Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance • Software as a Service (SaaS)

Elation Health is a company that provides a clinical-first electronic health record (EHR) platform designed for primary care practices. Their platform, which includes AI-powered features like Note Assist, aims to enhance patient care by streamlining clinical workflows and improving efficiency. Elation Health serves small to medium-sized practices, direct care providers, and enterprises, offering services such as medical billing software, telehealth, and patient engagement tools. With a focus on better patient-provider relationships and exceptional care, Elation Health supports over 32,000 clinicians in advancing their medical practices.

📋 Description

• Lead approximately 8–10 Support Specialists and Support Engineers, including hiring, onboarding, development, performance management, and retention • Conduct weekly 1:1s focused on skill development, case quality, and career growth • Coach the team to evaluate AI-generated recommendations and deliver quality customer outcomes • Hold the team accountable to SLA commitments, time-to-resolution, backlog targets, and customer satisfaction scores • Manage daily case triage, routing, and escalation workflows • Monitor case queue health and identify bottlenecks or quality issues • Design and run experiments to improve resolution speed, first-contact resolution, and customer satisfaction • Build and maintain the Support playbook, documentation, troubleshooting guides, and AI-assisted workflow standards • Own and audit QA for AI-assisted case resolution • Build dashboards, define KPIs, and make support performance actionable • Run weekly case reviews to identify patterns, high-volume issues, and systemic product gaps • Translate case data into prioritized feedback for Product and Engineering • Own monthly reporting on team performance, SLA trends, case drivers, and escalation patterns • Forecast capacity needs, identify skill gaps, and recommend training investments • Partner with Engineering Managers and Customer Operations on product decisions, service standards, and cross-functional initiatives • Surface urgent product issues and build feedback loops for upstream resolution • Identify inefficiencies and implement workflow, tooling, documentation, and automation improvements • In the first 90 days, build team trust, master case data, establish Engineering partnerships, and fix 1–2 process inefficiencies • In the first year, improve SLA performance, case quality, team development, product impact, analytics, documentation, and automation leverage

🎯 Requirements

• 5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people • Proven track record managing to SLAs in a technical support or customer operations environment • Experience with technical products such as SaaS or B2B software; healthcare tech preferred • Data fluency, including building dashboards, analyzing trends, and using metrics to drive operational improvements • Systems-thinking experience, including redesigning workflows or implementing efficiency-improving tooling • Product management mindset with root cause analysis and upstream issue prevention • Ability to learn product architecture, understand complex workflows, and coach support engineers on technical cases • Experience developing people through feedback, skill-building, and stretch opportunities • Ability to hold teams accountable while supporting their growth • Experience collaborating effectively with Engineering, Product, or Customer Success teams • Comfort with ambiguity and building operations without a complete initial playbook • Healthcare, health tech, or regulated-industry experience is nice to have • Exposure to AI-assisted support workflows or LLM-based tooling is nice to have • Prior technical support engineer or individual-contributor experience before management is nice to have • Familiarity with Notion, Linear, Salesforce, Intercom, or similar platforms is nice to have