Customer Support Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and oversee the technical support program's infrastructure, strategy, and operational framework on a large scale.

• Implement ticketing systems, escalation procedures, SLA definitions, knowledge bases, analytics dashboards, and reporting frameworks.

• Define, monitor, and report on KPIs such as response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends, escalation rates, and support efficiency.

• Analyze support data to uncover patterns, systemic issues, and opportunities for process optimization.

• Manage the support program budget, vendor relationships, resource forecasts, and allocation.

• Oversee the troubleshooting of authentication failures, EHR integrations including VistA/Cerner, SMART on FHIR API issues, recording quality, and system performance.

• Handle Engineering escalations, critical product issues, outages, bugs, and high-impact incidents.

• Develop diagnostic frameworks, decision trees, root-cause analysis templates, and technical documentation.

• Directly manage Customer Support Specialists through daily oversight, coaching, quality assurance, and performance management.

• Recruit and onboard support team members, providing training on product knowledge, VA systems, technical troubleshooting, and customer engagement.

• Build and maintain self-service knowledge resources, troubleshooting guides, FAQs, and resolution workflows.

• Monitor customer health indicators and coordinate retention strategies.

• Translate user feedback into Engineering priorities, product enhancements, and bug reports.

• Coordinate go-live support coverage and handoffs in collaboration with the Implementation Manager.

• Collaborate with Clinical Specialists on clinical workflow matters while taking ownership of technical resolutions.

• Provide weekly updates to the Director of Customer Delivery regarding metrics, escalations, team performance, and recommendations.

• Contribute support metrics and insights to quarterly RE-AIM evaluations.

⛳️ Requirements

• 5+ years of experience in support operations, program management, or technical operations.

• Proven expertise in building, scaling, or optimizing customer support programs.

• Experience in directly managing support teams or developing support organizations.

• Background in coaching, developing, and enhancing team performance.

• Significant experience in managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments.

• Familiarity with establishing ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs.

• Proficient with ticketing platforms such as Pylon, Zendesk, ServiceNow, or Jira Service Desk, or capable of evaluating, selecting, and implementing support technologies.

• Technical proficiency in APIs, system integrations, authentication protocols, and technical documentation.

• Ability to troubleshoot intricate technical issues.

• Proficient in Excel/Google Sheets and data visualization tools.

• Competence in analyzing trends, creating executive dashboards, and presenting actionable insights.

• Capability to design scalable processes, create SOPs, develop training materials, and establish quality frameworks.

• Experience with project management tools such as Jira, Monday.com, or Microsoft Project.

• Ability to manage multiple simultaneous initiatives with competing priorities.

• Must be based in the U.S. and accommodate VA healthcare operational hours.

• Legally authorized to work in the United States.

• Bonus: Experience in the VA healthcare system, healthcare technology or operations, enterprise healthcare software, telehealth or virtual care, ITIL/HDI/PMP or similar certifications, Agile/Scrum experience, and knowledge of healthcare regulatory compliance.

🏝️ Benefits

• Travel up to 20% for VA site visits, training events, and quarterly team meetings.

• Professional development plans and career pathways.

• Opportunities for coaching, mentoring, and knowledge sharing.

• Mission-driven work that supports VA clinicians and Veterans.

• An equal opportunity workplace committed to diversity and inclusion.