Support Manager - Remote

Overview

SmarterDx is seeking a servant leader with a proven track record of leading technical support functions to serve as the Manager of Customer Support. In this role, you will optimize how SmarterDx manages our clients’ support needs.

Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems. Streamlining their work is an essential component of what we do at SmarterDx, and in this role, you will lead our Support function by managing a team of Support Analysts, leveraging new tooling to augment existing triaging processes, and ensuring our cross-functional teams are meeting our customers’ needs based on input from our Customer Success Managers and our shared goal of delighting our customers.

You will partner with leads across our Product Management, Customer Success, Implementation, Clinical, and Engineering functions to ensure alignment on prioritization and urgency of customer requests and advocate for the resolution of issues that impact the customer experience.

SmarterDx builds clinical AI that empowers hospitals to achieve 100% chart accuracy for revenue integrity. Our solution helps hospitals tell the most accurate and complete story of the patient and the care that was delivered, which helps them recover millions in earned revenue and improve quality of care scores. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.

In Short

• Lead, hire, and develop a team of support analysts who care deeply about the customer experience and are responsive to rapid feedback and coaching
• Develop an advanced understanding of all SmarterDx applications, using this knowledge to guide support strategies and augment how Support Analysts leverage our tech stack to optimize the customer experience
• Create and implement strategies that allow the Support team to stay up-to-date on functionality of new and existing product offerings, with a bias towards leveraging technology on repetitive, labor-intensive tasks and leveraging specialized teams to solve more nuanced and complex issues
• Collaborate with cross-functional teams, including Product Management, Customer Success, Implementation, Clinical, and Engineering to ensure alignment and close coordination and progress towards shared company goals

Requirements

• 6+ years experience leading customer service teams within the healthcare industry, specifically within the revenue cycle management space
• 4+ years of experience creating and optimizing support triaging processes
• Must have strong experience in at least one of the following:
  • Creating Key Performance Indicators (KPIs) and measuring team performance against published metrics
  • Startup experience, especially at a healthcare or health tech organization
  • Leading support or customer service functions through acquisitions and/or rapid organizational changes
• Excellent communication skills, with experience creating and presenting reports to executive teams
• Well-versed in Zendesk, Jira or similar ticketing tools for issue tracking, workflow management, and operational support.
• Excellent time management and prioritization skills in a remote environment

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.
• One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan.
• Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption.
• Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
• Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you.
• Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.