About the RoleNestmed's AI documentation platform is used by clinicians across 60+ home health agencies, and when something breaks, our support team is the first call. As Manager of Customer Support, you'll lead a team of Technical Customer Support Specialists while staying hands-on as the technical escalation layer for the most complex issues that come through the queue. This is a player-coach role: you'll set the bar for what great support looks like at Nestmed, build the processes that get us there, and develop the team that delivers it.
What You'll DoTeam Leadership (50%) - Manage, coach, and develop a team of Technical Customer Support Specialists. Run structured 1:1s, deliver clear performance feedback, and build a culture where accountability and empathy coexist. You don't just manage the queue, you develop the people working it.
Process & Playbook Development - Build and maintain the escalation paths, triage frameworks, response templates, and SLA standards that keep the team operating at high quality, even on bad days.
Performance & Metrics - Implement and own team KPIs: response time, resolution rate, CSAT, escalation volume. Surface insights to the Head of CS and advocate for the resources your team needs to hit them.
L2 Escalation (30%) - Step in on complex, unresolved, or high-sensitivity tickets that require deeper technical investigation. You're the bridge between the support team and engineering, translating user-reported issues into actionable bug reports and following through on resolution.
Cross-Functional Partnership - Collaborate with Product, Engineering, and Implementation to close the loop on systemic issues, advocate for product improvements surfaced by support trends, and ensure enterprise clients receive a consistent, high-touch experience.
Hiring & Onboarding - Partner with recruiting to grow the team as volume scales. Own onboarding so new team members ramp quickly, consistently, and with the right habits from day one.
Clinician-Centered Culture - Model the patience, empathy, and communication standard you expect from your team. Your reps are supporting non-technical users who are mid-patient-care when things go wrong. That context should shape every coaching conversation you have.
What You Bring- 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS
- People leadership track record - you've coached Support Specialists through performance issues, developed high-performers, and built team culture intentionally, not accidentally
- Process orientation - you've built or overhauled a support workflow before and have opinions about what good triage, escalation, and documentation look like
- Proven L2 technical chops - you can diagnose root causes, write a coherent bug report, and hold your own in a conversation with engineering
- Clinical context - familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
- Communication range - clear with your team, credible with engineering, and plain-spoken with clinicians who don't have time for jargon
- Zendesk proficiency - or a comparable platform; you're managing in the tooling, not learning it
The Non-Negotiable BarYou've led a support team before, not just managed one. You know the difference between coaching someone through a hard ticket and just taking it over, and you default to the former. You can hold the player-coach balance without letting either half slip. You bring genuine patience to the work, because your team is supporting people in one of the most stressful environments there is: healthcare, and that standard starts with you.
If you're passionate about building high-impact products that solve real-world problems, we'd love to hear from you. Apply today!
