Customer Support Manager

The Opportunity

Casechek is on a mission to innovate the implant supply chain and bring greater transparency to the cost of patient care. From procurement to payment, Casechek automates workflows for vendor supported surgical procedures.

We are hiring our first Customer Support Manager to build and scale our Support function from the ground up. This is a hands-on leadership role where you will manage a small team of Customer Support Technicians while establishing the processes, KPIs, and operational rigor needed to deliver a best-in-class customer experience.

You will define how support operates at Casechek. This includes building workflows, setting performance standards, implementing reporting, and using data to continuously improve both team performance and the customer experience.

Responsibilities

Build the Function

• Establish and document scalable support processes, workflows, and SLAs
• Define support coverage model, ticket routing, and escalation paths
• Create and maintain a structured, usable knowledge base
• Identify gaps and implement systems that improve efficiency and consistency

Own KPIs & Performance

• Define, track, and report on key support metrics including:
• First response time
• Time to resolution
• Ticket volume and trends
• Escalation rates
• Customer satisfaction (CSAT)
• Build dashboards and reporting to provide visibility to leadership
• Use data to identify trends, root causes, and opportunities for improvement
• Set team goals and hold the team accountable to performance standards

Team Leadership

• Lead, coach, and develop a small team of Customer Support Technicians
• Set clear expectations and provide consistent feedback
• Drive accountability, ownership, and strong communication across the team
• Support hiring and scaling the team as the company grows

Customer Experience & Escalations

• Act as escalation point for complex or high-impact customer issues
• Ensure a consistently high-quality, empathetic, and professional support experience
• Partner with Customer Success to align on customer health and retention

Cross-Functional Impact

• Partner with Product and Engineering to surface bugs and advocate for product improvements
• Identify recurring issues and drive upstream fixes, not just reactive support
• Collaborate with Implementation and Customer Success to improve the end-to-end customer journey

Requirements

• 4+ years in customer support leadership, with experience owning processes or leading initiatives
• Experience building or improving support operations, not just working within them
• Strong analytical mindset with experience defining and using KPIs to drive performance
• Experience with support tools (Salesforce preferred, Talkdesk a plus)
• Excellent communication skills and ability to influence cross-functional partners
• Highly organized, accountable, and comfortable operating in ambiguity

Preferred

• Experience in healthcare, supply chain, or healthcare SaaS
• Experience in a startup or scaling environment
• Prior people management experience or readiness to step into first formal leadership role

What We’re Really Looking For

This is not a “keep the lights on” support role. We are looking for someone who will build structure where it does not yet exist, bring clarity to what “great support” looks like, and use data to drive decisions.