Support Team Manager - Remote

Overview

The Support Team Manager will lead and scale the support operations department, serving as the primary escalation point for complex technical, clinical, and operational issues while mentoring a growing team of support specialists.

In Short

• Work remotely as an Independent Contractor, Full-time.
• Manage and mentor a team of 2–3 Support Specialists.
• Oversee scheduling for seamless 7-day support coverage.
• Serve as the lead escalation point for complex issues.
• Reproduce and troubleshoot technical issues for efficient resolution.
• Collaborate with engineering for bug fixes and system improvements.
• Maintain and enhance Zendesk configurations.
• Deliver weekly support metrics and insights.
• Identify inefficiencies and propose improvements in workflows.
• Train specialists across all support verticals.

Requirements

• Experience in team leadership and support operations.
• Strong technical aptitude and problem-solving skills.
• Proficiency in Zendesk and support ticketing systems.
• Excellent communication skills for cross-functional collaboration.
• Ability to analyze metrics and provide actionable insights.
• Experience in telehealth or healthcare support is a plus.

Benefits

• Retention bonuses at 3, 6, 9, and 12 months.
• Community-driven benefits like an annual retreat.
• Opportunity to work with top startups in the US and EU.
• Flexible work schedule with a focus on work-life balance.