Position Summary The Support Manager is responsible for leading and scaling a high-performing customer support team for a healthcare SaaS platform focused on appointment reminders and patient engagement. This role ensures timely, compliant, and high-quality support for healthcare clients while driving operational efficiency, customer satisfaction, and continuous improvement in a fast-paced, regulated environment. The ideal candidate brings a strong mix of people leadership, SaaS support operations, and healthcare technology experience, with a passion for delivering an exceptional client experience.
Key Responsibilities Team Leadership & Development - Lead, coach, and develop a team of Client Services Reps supporting healthcare provider clients.
- Maintain performance metrics, conduct regular coaching sessions, and manage career development and succession planning.
- Foster a culture of accountability, empathy, and customer-first problem solving.
Customer Support Operations - Oversee day-to-day support operations, including ticket queues, SLAs, escalations, and after-hours coverage.
- Ensure consistent, high-quality support across channels (phone, email, chat, and ticketing system).
- Act as an escalation point for complex or high-impact client issues.
Healthcare & Compliance Focus - Ensure support processes align with HIPAA and healthcare data privacy requirements.
- Partner with Compliance and Security teams to ensure safe handling of PHI.
- Train team members on healthcare workflows, appointment reminder use cases, and regulatory considerations.
SaaS Platform Expertise - Develop deep knowledge of the appointment reminder platform, integrations (EHR/EMR, PM systems), and messaging channels (SMS, voice, email).
- Collaborate with Product, Engineering, and Implementation teams to resolve issues and influence roadmap priorities.
- Identify recurring issues and drive root-cause analysis to reduce ticket volume.
Metrics & Continuous Improvement - Track and report on KPIs including first response time, resolution time, SLA compliance, and ticket trends.
- Use data to optimize staffing models, workflows, and support processes.
- Lead initiatives to improve self-service, knowledge base content, and internal documentation.
Client Experience & Retention - Partner with Customer Success and Account Management to support renewals, expansions, and high-value client relationships.
- Participate in client calls as needed to resolve escalations and maintain trust.
- Advocate for the customer internally while balancing operational and business priorities.
Required Qualifications - 5+ years of experience in SaaS customer support, including 2+ years in a people management role.
- Experience supporting healthcare technology, patient engagement, or regulated SaaS platforms.
- Strong understanding of support operations, ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow), and SLA management.
- Proven ability to lead teams in fast-paced, client-facing environments.
- Excellent communication, coaching, and conflict-resolution skills.
Preferred Qualifications - Experience with appointment reminders, patient messaging, or healthcare communications platforms.
- Working knowledge of HIPAA compliance and healthcare workflows.
- Experience supporting integrations with EHR/EMR or Practice Management systems.
- Background in scaling support teams for growing SaaS organizations.
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