Customer Support Program Manager

📋 Description

• Design and lead a scalable technical support strategy, including ticketing workflows, escalation
• Implement and manage support technologies, knowledge bases, analytics dashboards, and reporting
• Define and monitor key performance indicators such as response and resolution times, customer
• Oversee complex technical troubleshooting involving authentication, EHR integrations, APIs, system
• Establish structured escalation and incident-response processes, coordinating with engineering and
• Develop diagnostic frameworks, troubleshooting methodologies, root-cause analysis templates

🎯 Requirements

• 5+ years of experience in customer support operations, technical operations, program management, or
• Proven experience directly managing support teams or establishing support organizations, including
• Strong technical support background within SaaS, enterprise software, healthcare technology, or
• Experience designing support infrastructure such as ticketing systems, knowledge bases, SLA
• Proficiency with support and service-management platforms such as Zendesk, ServiceNow, Jira Service
• Technical fluency with APIs, system integrations, authentication protocols, technical

🎁 Benefits

• Fully remote position within the United States.
• Opportunity to build a technical support program from the ground up during a period of significant
• High-impact work supporting clinicians and improving healthcare experiences for Veterans.
• Direct people-management and leadership responsibility with opportunities to build and expand the
• Significant exposure to healthcare technology, enterprise systems, engineering, implementation, and
• Opportunity to influence product strategy and engineering priorities through support analytics and