Customer Support Program Manager

Accountabilities:

• • Design and lead a scalable technical support strategy, including ticketing workflows, escalation protocols, service-level agreements, reporting structures, and operational standards.
  • Implement and manage support technologies, knowledge bases, analytics dashboards, and reporting frameworks while continuously improving the overall support experience.
  • Define and monitor key performance indicators such as response and resolution times, customer satisfaction, first-contact resolution, escalation rates, ticket trends, and operational efficiency.
  • Oversee complex technical troubleshooting involving authentication, EHR integrations, APIs, system performance, recording quality, and other enterprise software issues.
  • Establish structured escalation and incident-response processes, coordinating with engineering and cross-functional teams during critical bugs, outages, and high-impact incidents.
  • Develop diagnostic frameworks, troubleshooting methodologies, root-cause analysis templates, standard operating procedures, and technical documentation.
  • Directly manage Customer Support Specialists through coaching, quality assurance, workload management, performance reviews, and professional development.
  • Recruit and onboard additional support talent as the user base expands, establishing training programs covering product knowledge, technical troubleshooting, customer engagement, and relevant healthcare workflows.
  • Build a comprehensive knowledge-management and self-service program, including FAQs, troubleshooting guides, resolution workflows, and resources for customer representatives and site-level advocates.
  • Monitor customer health indicators, support trends, satisfaction metrics, and recurring technical issues to identify risks and coordinate appropriate retention or intervention strategies.
  • Translate support data and customer feedback into actionable recommendations for Engineering, Product, Implementation, and leadership teams.
  • Collaborate with implementation and clinical teams to ensure effective handoffs, appropriate escalation of clinical matters, and consistent support coverage during deployments.
  • Contribute support metrics and insights to broader program evaluations and provide regular reporting on performance, escalations, team development, and strategic priorities.
  • Manage support resources, vendor relationships, and program needs while balancing immediate operational requirements with long-term scalability.

  Requirements

  • 5+ years of experience in customer support operations, technical operations, program management, or a related field, with demonstrated success building, scaling, or optimizing support programs.
  • Proven experience directly managing support teams or establishing support organizations, including coaching, performance management, recruitment, and professional development.
  • Strong technical support background within SaaS, enterprise software, healthcare technology, or similarly complex environments.
  • Experience designing support infrastructure such as ticketing systems, knowledge bases, SLA frameworks, escalation processes, quality assurance programs, and operational reporting.
  • Proficiency with support and service-management platforms such as Zendesk, ServiceNow, Jira Service Desk, Pylon, or comparable technologies.
  • Technical fluency with APIs, system integrations, authentication protocols, technical documentation, and complex troubleshooting processes.
  • Strong data analysis and reporting capabilities, including experience with Excel or Google Sheets, data visualization, dashboards, and interpreting operational trends.
  • Demonstrated ability to design scalable processes, SOPs, training materials, quality frameworks, and continuous-improvement initiatives.
  • Experience using project and program management tools such as Jira, Monday.com, Microsoft Project, or equivalent platforms.
  • Strong strategic thinking, with the ability to balance immediate customer needs with sustainable long-term operational solutions.
  • Excellent analytical and problem-solving abilities, including root-cause analysis and the ability to distinguish isolated incidents from systemic issues.
  • Strong crisis-management skills and the ability to remain composed, decisive, and organized during outages or high-impact technical incidents.
  • Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to clinicians, customers, executives, and technical teams.
  • Strong stakeholder-management skills, including the ability to influence without authority, build trust, and manage competing priorities.
  • A proactive, action-oriented approach combined with empathy, customer advocacy, adaptability, and a commitment to continuous improvement.
  • Experience in healthcare technology, EHR systems, healthcare operations, or enterprise healthcare software is highly valued.
  • Direct experience supporting the U.S. Department of Veterans Affairs, VA medical centers, VISNs, or related healthcare environments is a strong advantage.
  • Experience with telehealth, virtual care, Agile/Scrum, healthcare compliance, ITIL, HDI, PMP, or similar professional frameworks or certifications is considered an asset.
  • Availability to work remotely within the United States while accommodating VA healthcare operational hours and up to 20% travel for site visits, training, and team meetings.

  Benefits

  • Fully remote position within the United States.
  • Opportunity to build a technical support program from the ground up during a period of significant organizational and user growth.
  • High-impact work supporting clinicians and improving healthcare experiences for Veterans.
  • Direct people-management and leadership responsibility with opportunities to build and expand the support organization.
  • Significant exposure to healthcare technology, enterprise systems, engineering, implementation, and clinical operations.
  • Opportunity to influence product strategy and engineering priorities through support analytics and customer insights.
  • Professional growth through technical leadership, program development, team building, and cross-functional collaboration.
  • Up to 20% travel for VA site visits, training events, and quarterly team meetings.
  • Mission-driven, collaborative, and inclusive working environment.
  • Equal opportunity workplace with a commitment to diversity and inclusion.
  • Reasonable accommodations are available for qualified candidates throughout the hiring process.
  • The position is designed for someone who can make an immediate impact while helping establish the foundation for continued growth.