Customer Support Manager

🕒 July 11

🇺🇸 United States – Remote

💵 $105k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nestmed

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Nestmed is an AI-driven SaaS platform that automates clinical documentation, coding, and quality assurance for home health and hospice agencies. The platform uses ambient voice capture, ICD-10 coding suggestions, and OASIS validation to reduce charting time, improve coding accuracy, accelerate reimbursement, and surface QA issues during visits. Nestmed is HIPAA-compliant and SOC 2 Type II certified, serving thousands of clinicians and helping agencies increase visits per clinician and meet regulatory submission targets.

📋 Description

• Manage, coach, and develop a team of Technical Customer Support Specialists • Run structured 1:1s and deliver clear performance feedback • Build and maintain escalation paths, triage frameworks, response templates, and SLA standards • Implement and own team KPIs, including response time, resolution rate, CSAT, and escalation volume • Surface performance insights to the Head of Customer Success and advocate for team resources • Handle complex, unresolved, or high-sensitivity tickets requiring deeper technical investigation • Translate user-reported issues into actionable bug reports and follow through on resolution with Engineering • Collaborate with Product, Engineering, and Implementation on systemic issues and product improvements • Ensure enterprise clients receive a consistent, high-touch experience • Partner with recruiting to grow the team and own onboarding • Model patience, empathy, and clinician-centered communication standards

🎯 Requirements

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS • People leadership track record, including coaching Support Specialists through performance issues and developing high-performers • Experience building or overhauling support workflows, triage, escalation, and documentation processes • Proven L2 technical skills: diagnosing root causes and writing coherent bug reports • Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus • Clear communication with teams, engineering, and clinicians • Zendesk proficiency or experience with a comparable platform • Comfortable with a variable schedule • 2+ years of technical and people leadership experience in a technical customer support environment for a scaling SaaS company