About the RoleAt Vitalize, support isn't table stakes, it's a
core differentiator. We sell large enterprise contracts to health systems where thousands of nurses, managers, and executives depend on our platform for critical daily operations. The quality of our support directly impacts whether hospitals trust us with their most important workflows.
We're hiring a
Head of Support to own this function - building the systems, processes, and team that ensure support scales with customer growth without scaling headcount at the same rate. This is a player-coach role: 70% leading and building, 30% hands-on execution on complex and escalated tickets.
You'll turn reactive ticket-handling into a proactive, data-driven support operation - and build the foundation for how Vitalize supports hundreds of hospitals, not just a handful. You'll work closely with Customer Success, Product, and Engineering, translating what customers experience into structured, actionable insights that shape the roadmap and drive real outcomes.
This is a priority hire. We're moving fast.What You'll DoBuild the Product Support Machine- Own support KPIs end-to-end: time to first response, resolution time, customer satisfaction, ticket deflection
- Design and implement scalable workflows, playbooks, and internal documentation that reduce manual work and improve consistency
- Identify repetitive support patterns and eliminate them through tooling, automation, or better product - treat internal ops as a product to continuously improve
- Build real-time visibility into support health: dashboards for ticket volume, resolution time, recurring issues, and customer health signals
Lead and Develop the Team- Manage team of 3 support engineers, with plans to scale the function over time
- Establish team rituals (standups, ticket reviews, escalation protocols) that drive accountability and quality
- Coach team members to handle increasingly complex issues independently
- Be willing to jump into the queue yourself when the situation calls for it
Be the Voice of the Customer- Synthesize support interactions into structured, actionable feedback for the product team - not just passing along tickets, but identifying systemic patterns and driving fixes
- Build the feedback loop between support, success, and product that doesn't exist today
- Own incident response end-to-end: triage, communication, resolution, and post-mortem
- Run customer-facing enablement: office hours, trainings, and proactive communication that reduces ticket volume at the source
Partner Across the Org- Work closely with Customer Success to ensure the success team can focus on strategic, value-driving work rather than firefighting
- Collaborate with Product and Engineering to inform the roadmap, and ensure customer problems are solved efficiently
- Surface customer health signals that inform executive conversations and account strategy
What We're Looking For- 3-8+ years of experience, with at least 2 years in a support or CX leadership role
- Early-stage operating experience at a tech startup (Seed Series C) - you understand the pace, ambiguity, and scrappiness required
- Has managed or led a team through a period of growth or change
- Systems thinker with an automation bias
- Strong customer communicator - comfortable running trainings + office hours with non-tech savvy end-users
- High-agency executor who acts without waiting for instruction, owns outcomes end-to-end, and closes loops relentlessly
- Product-minded - you've influenced product decisions based on support data. You treat support and product as deeply connected, not separate domains
Nice-to-Haves:- Ops experience at a high-growth SaaS company (saw multiple funding rounds / part of the growth journey)
- Experience supporting complex enterprise products with non-technical end users (healthcare, education, government)
- Healthcare or health system experience
This Role Is Not For You If...- You want to manage a team but not touch tickets. This is a player-coach role.
- You lead with frameworks from past companies before learning how things work here.
- You're not comfortable with ambiguity. The role will evolve as we grow - you'll shape it, not inherit a playbook.
- You need detailed onboarding or step-by-step direction.
Location- In-Person, San Francisco, CA
- In-office 3 days/week minimum
Benefits- Medical, dental, and vision insurance
- 401k and 401k match
- Unlimited PTO
- Bi-annual company retreats
- Reimbursement for gym subscription (~$100 per month)
- Reimbursement for BayWheels membership/new bike and Ubers
- In-office meals
