Customer Support Program Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Program Manager based in United States.

This is a high-impact leadership role focused on building and scaling a technical customer support program within a rapidly growing healthcare technology environment.

You will own the support infrastructure, processes, systems, and team needed to deliver reliable service at significant scale.

The role combines strategic program leadership with hands-on technical execution, from ticketing and SLA design to complex troubleshooting and escalation management.

You will act as a key bridge between clinicians, customers, engineering, implementation, and clinical teams.

Your analysis of support trends and customer feedback will help identify systemic issues and directly influence product improvements and engineering priorities.

You will also recruit, coach, and develop a high-performing support organization while establishing scalable knowledge management and quality frameworks.

With substantial growth ahead, this role offers the opportunity to build a mission-critical function from the ground up and make a measurable difference in healthcare delivery.

Accountabilities:

• Design and lead a scalable technical support strategy, including ticketing workflows, escalation protocols, service-level agreements, reporting structures, and operational standards.
• Implement and manage support technologies, knowledge bases, analytics dashboards, and reporting frameworks while continuously improving the overall support experience.
• Define and monitor key performance indicators such as response and resolution times, customer satisfaction, first-contact resolution, escalation rates, ticket trends, and operational efficiency.
• Oversee complex technical troubleshooting involving authentication, EHR integrations, APIs, system performance, recording quality, and other enterprise software issues.
• Establish structured escalation and incident-response processes, coordinating with engineering and cross-functional teams during critical bugs, outages, and high-impact incidents.
• Develop diagnostic frameworks, troubleshooting methodologies, root-cause analysis templates, standard operating procedures, and technical documentation.
• Directly manage Customer Support Specialists through coaching, quality assurance, workload management, performance reviews, and professional development.
• Recruit and onboard additional support talent as the user base expands, establishing training programs covering product knowledge, technical troubleshooting, customer engagement, and relevant healthcare workflows.
• Build a comprehensive knowledge-management and self-service program, including FAQs, troubleshooting guides, resolution workflows, and resources for customer representatives and site-level advocates.
• Monitor customer health indicators, support trends, satisfaction metrics, and recurring technical issues to identify risks and coordinate appropriate retention or intervention strategies.
• Translate support data and customer feedback into actionable recommendations for Engineering, Product, Implementation, and leadership teams.
• Collaborate with implementation and clinical teams to ensure effective handoffs, appropriate escalation of clinical matters, and consistent support coverage during deployments.
• Contribute support metrics and insights to broader program evaluations and provide regular reporting on performance, escalations, team development, and strategic priorities.
• Manage support resources, vendor relationships, and program needs while balancing immediate operational requirements with long-term scalability.

Requirements

• 5+ years of experience in customer support operations, technical operations, program management, or a related field, with demonstrated success building, scaling, or optimizing support programs.
• Proven experience directly managing support teams or establishing support organizations, including coaching, performance management, recruitment, and professional development.
• Strong technical support background within SaaS, enterprise software, healthcare technology, or similarly complex environments.
• Experience designing support infrastructure such as ticketing systems, knowledge bases, SLA frameworks, escalation processes, quality assurance programs, and operational reporting.
• Proficiency with support and service-management platforms such as Zendesk, ServiceNow, Jira Service Desk, Pylon, or comparable technologies.
• Technical fluency with APIs, system integrations, authentication protocols, technical documentation, and complex troubleshooting processes.
• Strong data analysis and reporting capabilities, including experience with Excel or Google Sheets, data visualization, dashboards, and interpreting operational trends.
• Demonstrated ability to design scalable processes, SOPs, training materials, quality frameworks, and continuous-improvement initiatives.
• Experience using project and program management tools such as Jira, Monday.com, Microsoft Project, or equivalent platforms.
• Strong strategic thinking, with the ability to balance immediate customer needs with sustainable long-term operational solutions.
• Excellent analytical and problem-solving abilities, including root-cause analysis and the ability to distinguish isolated incidents from systemic issues.
• Strong crisis-management skills and the ability to remain composed, decisive, and organized during outages or high-impact technical incidents.
• Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to clinicians, customers, executives, and technical teams.
• Strong stakeholder-management skills, including the ability to influence without authority, build trust, and manage competing priorities.
• A proactive, action-oriented approach combined with empathy, customer advocacy, adaptability, and a commitment to continuous improvement.
• Experience in healthcare technology, EHR systems, healthcare operations, or enterprise healthcare software is highly valued.
• Direct experience supporting the U.S. Department of Veterans Affairs, VA medical centers, VISNs, or related healthcare environments is a strong advantage.
• Experience with telehealth, virtual care, Agile/Scrum, healthcare compliance, ITIL, HDI, PMP, or similar professional frameworks or certifications is considered an asset.
• Availability to work remotely within the United States while accommodating VA healthcare operational hours and up to 20% travel for site visits, training, and team meetings.

Benefits

• Fully remote position within the United States.
• Opportunity to build a technical support program from the ground up during a period of significant organizational and user growth.
• High-impact work supporting clinicians and improving healthcare experiences for Veterans.
• Direct people-management and leadership responsibility with opportunities to build and expand the support organization.
• Significant exposure to healthcare technology, enterprise systems, engineering, implementation, and clinical operations.
• Opportunity to influence product strategy and engineering priorities through support analytics and customer insights.
• Professional growth through technical leadership, program development, team building, and cross-functional collaboration.
• Up to 20% travel for VA site visits, training events, and quarterly team meetings.
• Mission-driven, collaborative, and inclusive working environment.
• Equal opportunity workplace with a commitment to diversity and inclusion.
• Reasonable accommodations are available for qualified candidates throughout the hiring process.
• The position is designed for someone who can make an immediate impact while helping establish the foundation for continued growth.