Head of Customer Support & Maintenance - Remote

Overview

Notable is the leading intelligent automation company for healthcare. Customers use Notable to drive patient acquisition, retention, and reimbursement, scaling growth without hiring more staff. We don’t just make software.

In Short

• Oversee and build out the Product Support and Maintenance teams.
• Implement cross functional processes to support Notable’s customer base as they move to maintenance status.
• Develop and manage the Product Operations branch, focusing on process optimization and operational excellence.
• Drive utilization management, resource allocation, ticket triage, and resolution across the team.
• Identify and implement process improvements to enhance customer satisfaction and operational efficiency.
• Be the primary leader for technical support escalation and resolution, occasionally interfacing directly with live customers.
• Collaborate closely with internal teams, including Customer Success and Delivery, to align support efforts with broader organizational goals.
• Leverage and optimize CRM and ticketing systems for effective team operations.
• Ensure seamless collaboration with customers in industries utilizing EMR systems and related technologies.
• Support and train our customers on leveraging our platform to directly build and deploy solutions.

Requirements

• 10+ years of experience managing customer support or related teams, with a strong track record of success.
• Exceptional communication and leadership skills, capable of guiding technical and non-technical teams alike.
• Deep expertise in process-oriented approaches to improve support workflows and resource allocation.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
• Familiarity with EMR systems and/or healthcare technology is highly desirable.
• Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.

Benefits

• Work with a talented team focused on innovation in healthcare.
• Opportunity to impact the healthcare system positively.
• Engagement in a mission-driven company.