Why This Role ExistsThis isn't a "manage the queue" position. You'll be equal parts people leader, operator, and analyst: leading the team day to day while constantly asking where the biggest opportunities are to reduce support volume, improve the product, and build self-serve infrastructure that lets clinicians solve problems on their own.
This is a high-ownership role with real impact. As Roger scales, you'll have the opportunity to grow the team and grow into a broader customer experience leadership role.
What You'll Do- Lead and grow the team. Manage, coach, and develop a team of customer support representatives. Own hiring, training, and onboarding as the team scales.
- Keep service exceptionally fast. Own SLAs and keep response and resolution times best-in-class. Ensure the team operates as efficiently as possible without sacrificing quality.
- Build the support engine. Design and continuously improve processes, workflows, and tooling in Zendesk. Create automations that remove repetitive work and speed up resolution.
- Turn support into insight. Constantly analyze where the biggest opportunities are to reduce support queries, surfacing trends to the product and customer success teams to drive fixes at the root.
- Build self-serve infrastructure. Develop a robust self-serve layer (help center, documentation, in-product guidance) so clinicians can solve more on their own.
- Stay close to clinicians. Be comfortable texting and calling customers daily. Lead by example on what great, human support looks like.
What We're Looking For- 5+ years in customer support or customer experience at a B2B SaaS company, with at least 1-2 years leading a team.
- Experience at a fast-growing startup, ideally seed to Series B.
- Highly analytical. You set up processes, track everything, and let the numbers guide where you focus.
- Deep familiarity with Zendesk and a genuine excitement for building automations.
- Exceptional written and verbal communication. You're comfortable on the phone, over text, and in writing every day.
- A bias toward getting ahead of problems rather than just clearing the queue.
- High ownership mentality and comfort operating in ambiguity.
Nice to Have- Familiarity with healthcare or home health.
- Experience building self-serve support infrastructure from the ground up.
Why Join Us? Platinum health, dental, and vision insurance
Flexible PTO
Unmatched career growth opportunity in customer experience
Make a tangible difference in the lives of clinicians and patients
Work on a mission that matters, backed by AI innovation and top-tier investors
Make a Real Difference - Hear from our Users:"If I had to give Roger a rating out of 10, I'd give it an 11! You guys changed my life!!" - G.M. from San Francisco, Registered Nurse
"Roger AI saves me hours per day. I can easily focus on my patients now too." - J.L. from Tucson, Registered Nurse
"Being a single mom is tough, but with Roger I can take the time to go to my daughter's soccer game and also pursue further education." - T.M. from Dallas, Licensed Vocational Nurse
