Technical Customer Support Manager - Remote

Overview

Humata Health Inc. is seeking a Technical Support Manager to lead and scale our support team. This role will oversee ticketing systems, escalation pathways, and SLAs, while driving an AI-driven support strategy to improve efficiency and customer experience.

In Short

• Lead and scale support team to deliver world-class technical support.
• Evaluate current ticketing system and deploy new technology as needed.
• Oversee ticket system and ensure timely responses by support analysts.
• Refine escalation pathways and SOPs for fast resolution.
• Build and maintain dashboards for tracking ticket volumes and performance.
• Collaborate with Product, IT, and Engineering teams on support tooling.
• Own and evolve an AI-driven support strategy to reduce manual effort.
• Act as the final escalation point for complex client issues.
• Identify customer pain points and translate them into actionable insights.
• Manage team of Support Analysts.

Requirements

• Bachelor's degree in Information Systems, Computer Science, or equivalent.
• Five years of experience in technical support with leadership responsibilities.
• Proven track record in high-growth or complex environments (health tech preferred).
• Excellent communication and collaboration skills.
• Success in deploying support automation and AI tools.
• Ability to balance strategic thinking with a hands-on approach.

Benefits

• Impactful work improving healthcare efficiency and patient outcomes.
• Remote flexibility with access to new office in Winter Park, FL.
• Competitive base compensation and equity options.
• Comprehensive benefits package including unlimited PTO and 401k match.
• Growth opportunities in a high-impact environment.
• Inclusive culture valuing diverse contributions.