Lead Support Analyst, Customer Success Operations

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SmarterDx

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

💰 $6M Seed Round on 2022-04

Artificial Intelligence • Healthcare Insurance

SmarterDx is a company that specializes in clinical AI, offering solutions to improve hospitals' revenue integrity and quality metrics. By analyzing 100% of patient charts, SmarterDx's proprietary AI algorithms identify differential diagnoses that may otherwise be missed, providing a significant boost to revenue opportunities for hospitals. Their services enhance clinical documentation integrity (CDI) by flagging clinical evidence with missing diagnoses or diagnoses lacking associated evidence, thereby ensuring compliance and streamlined workflows. SmarterDx prides itself on delivering immediate results and high customer satisfaction, thanks to its AI-driven insights which save time for CDI teams performing repetitive tasks.

📋 Description

• Own the daily rhythm of Client Support — queue health monitoring and daily team standups • Own the Zendesk QA program — daily QA reviews, ticket hygiene, close-the-loop, and compliance • Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting — surfacing prioritized post-production customer challenges and driving decisions on the highest-impact issues • Identify repeat quality and ticket trends, channeling them into coaching, refresher training, and process updates • Handle Zendesk administration and monitor omnichannel routing functionality • Serve as a day-to-day coach, reinforcing documented processes, and leading Support-specific "Train the Team" sessions • Monitor and escalate team performance concerns to the Support Manager, who owns formal performance management and conversations • Provide hands-on coverage when needed — working the queue independently and handling complex issues and escalations • Maintain deep, current expertise across all SmarterDx applications, using it to guide how the team approaches issues and strengthen how analysts leverage our tech stack • Contribute to weekly Client Support updates — surfacing trends, recurring quality themes, team recognition, and recommended refresher topics — for the Manager's review and delivery • Partner with Client Success Operations team on process improvement, escalation-path improvements, and cross-functional operational planning • Back up the Client Support Manager in complex, layered conversations — internally and with clients — bringing the appropriate context and detail those discussions require.

🎯 Requirements

• 7+ years experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS • Demonstrated ownership of day-to-day operations for a support or service function — queue management and quality programs — at a scale where you were the person things ran through • Ability to work a ticket queue independently, resolving complex client issues without backup, and sound judgment on when to escalate • Must have strong experience in at least two of the following: • Quality assurance or audit programs — reviewing work, identifying trends, and translating findings into coaching and process improvements • Coaching, mentoring, or training peers and junior team members • Building or improving support processes, documentation, or onboarding programs • Strong organizational rigor with the ability to hold many moving pieces without dropping them • Excellent communication skills, with the ability to represent Support in complex conversations, internally and with clients • Well-versed in Zendesk, Jira, or similar ticketing tools, including administrative functions • Calm and steady under pressure, with excellent time management and prioritization in a remote environment • Willingness to provide coverage during high-volume periods, holidays, and weekends as needed.

🏖️ Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan. • Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents. • Remote-First Team – Work from anywhere in the U.S. • Unlimited PTO & 10 Holidays – So you can relax and recharge. • 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match. • Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. • Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.