Customer Support Program Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

👻 Ghost score 12%

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Knowtex

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

Healthcare • Artificial Intelligence • SaaS

<Knowtex> is an enterprise clinical AI platform that listens to clinician–patient conversations and automatically generates structured clinical notes, billing codes (ICD-10, CPT, E&M, HCC), orders, referrals, and trial-matching insights while integrating with existing EHR systems. The HIPAA- and SOC 2–compliant SaaS product focuses on automating documentation and coding across 50+ medical specialties, improving clinical workflow efficiency, coding accuracy, and revenue capture for health systems, government entities (e. g. , Veterans Health Administration), and specialty clinics.

📋 Description

• Design and lead the technical support program infrastructure, strategy, and operational framework at scale • Implement ticketing systems, escalation protocols, SLA definitions, knowledge bases, analytics dashboards, and reporting frameworks • Define, monitor, and report KPIs including response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends, escalation rates, and support efficiency • Analyze support data to identify patterns, systemic issues, and process optimization opportunities • Manage support program budget, vendor relationships, resource forecasts, and allocation • Oversee troubleshooting of authentication failures, EHR integrations including VistA/Cerner, SMART on FHIR API problems, recording quality, and system performance • Manage Engineering escalations, critical product issues, outages, bugs, and high-impact incidents • Develop diagnostic frameworks, decision trees, root-cause analysis templates, and technical documentation • Directly manage Customer Support Specialists through daily oversight, coaching, quality assurance, and performance management • Recruit and onboard support team members and develop product, VA-system, technical troubleshooting, and customer-engagement training • Build and maintain self-service knowledge resources, troubleshooting guides, FAQs, and resolution workflows • Monitor customer health indicators and coordinate retention interventions • Translate user feedback into Engineering priorities, product improvements, and bug reports • Coordinate go-live support coverage and handoffs with the Implementation Manager • Partner with Clinical Specialists on clinical workflow issues while owning technical resolution • Provide weekly updates to the Director of Customer Delivery on metrics, escalations, team performance, and recommendations • Contribute support metrics and insights to quarterly RE-AIM evaluations

🎯 Requirements

• 5+ years in support operations, program management, or technical operations • Experience building, scaling, or optimizing customer support programs • Experience directly managing support teams or building support organizations • Experience coaching, developing, and driving team performance • Strong experience managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments • Experience establishing ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs • Proficiency with ticketing platforms such as Pylon, Zendesk, ServiceNow, or Jira Service Desk, or ability to evaluate, select, and implement support technologies • Technical fluency in APIs, system integrations, authentication protocols, and technical documentation • Ability to troubleshoot complex technical issues • Proficiency with Excel/Google Sheets and data visualization tools • Ability to analyze trends, create executive dashboards, and present actionable insights • Ability to design scalable processes, create SOPs, develop training materials, and establish quality frameworks • Experience with project management tools such as Jira, Monday.com, or Microsoft Project • Ability to manage multiple concurrent initiatives with competing priorities • Must be U.S.-based and accommodate VA healthcare operational hours • Legally authorized to work in the United States • Bonus: VA healthcare system experience, healthcare technology or operations experience, enterprise healthcare software experience, telehealth or virtual care experience, ITIL/HDI/PMP or similar certifications, Agile/Scrum experience, and healthcare regulatory compliance knowledge

🏖️ Benefits

• Travel up to 20% for VA site visits, training events, and quarterly team meetings • Professional development plans and career pathways • Coaching, mentoring, and knowledge-sharing opportunities • Mission-driven work supporting VA clinicians and Veterans • Equal opportunity workplace committed to diversity and inclusion