Manager, Client Support Operations – Clinicals

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

📋 Description

• Lead a team dedicated to providing exceptional technical and application support to clients.

• Responsible for team performance, operational execution, escalation management, and achieving client support objectives.

• Offer daily leadership to ensure that support processes are consistently executed and service commitments are fulfilled.

• Collaborate across various functions including Product, Engineering, Platform, Client Success, and other internal teams.

• Enhance team capabilities while maintaining operational discipline.

• Oversee service performance and promote continuous improvement within support operations.

• Manage daily support operations for designated products.

• Take ownership of operational performance to ensure compliance with service levels and resolution standards.

• Leverage AI-driven analytics to pinpoint systemic risks and performance trends.

• Conduct root cause analysis and develop corrective action plans to enhance processes.

⛳️ Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related discipline.

• Over 6 years of experience in technical support, application support, client services, or similar operational support roles.

• At least 2 years of leadership experience, including responsibilities for coaching, performance management, and team development.

• Proven experience in managing escalated client issues within a client-facing support environment.

• Proficient in using operational metrics and service data to track team performance and implement improvements.

• Experience collaborating cross-functionally with product, engineering, or service teams to address complex client challenges.

• Preferred experience in supporting enterprise software, SaaS platforms, or healthcare technology solutions.

• ITIL or other service management certification is desirable.

• Understanding of client support operations and service delivery methodologies.

• Familiarity with technical and application support models in enterprise software or healthcare technology settings.

🏝️ Benefits

• Health insurance

• Paid time off

• Professional development opportunities