Senior Support Analyst, Customer Success Operations

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

📋 Description

• Act as the primary point of contact for the organization's most intricate client challenges, executive escalations, and technically demanding investigations.

• Conduct independent investigations into technical issues utilizing product knowledge, system behavior, historical tickets, documentation, internal tools, and available data prior to determining the next appropriate step.

• Differentiate between product defects, configuration problems, workflow misunderstandings, integration failures, data complications, and expected application behavior.

• Lead investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while ensuring a clear ownership of the client experience.

• Balance urgency with thorough investigation, making certain that issues progress even when multiple teams are involved.

• Escalate issues thoughtfully, providing well-defined findings, supporting evidence, and clear recommendations instead of unresolved questions.

• Retain ownership of tickets from initial intake through final client confirmation and resolution.

• Prioritize tasks based on client impact, workflow-blocking status, executive visibility, and operational risk.

• Ensure that all ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate.

• Identify trends in client issues and suggest enhancements to workflows, documentation, tools, or product functionalities.

• Contribute to the ongoing improvement of support processes and operational standards.

• Conduct complex client discussions via email, Zoom, Slack, and phone.

• Convert technical concepts into language suitable for clinical and operational audiences.

• Maintain client trust by establishing realistic expectations through proactive communication, ensuring clients are kept informed throughout intricate investigations.

• Clearly articulate investigation findings to both technical and non-technical teams.

• Exemplify outstanding troubleshooting, prioritization, documentation, and client communication for the Support team.

• Mentor analysts through investigations by posing thoughtful questions, promoting independent problem-solving before offering guidance, and serving as an escalation resource.

• Review complex client communications and provide constructive feedback proactively and when necessary.

• Collaborate with Support leadership to identify coaching opportunities and recurring knowledge gaps.

• Assist in onboarding, documentation, training materials, and process enhancements.

⛳️ Requirements

• 7-10 years of experience in technical support or client service roles, preferably within healthcare technology or SaaS.

• Proven experience in independently managing intricate technical investigations that involve ambiguity, multiple stakeholders, and exercising sound judgment under incomplete information.

• Must possess strong experience in at least two of the following areas:

• Technical troubleshooting and problem-solving.

• Experience in creating and/or updating user documentation or training materials.

• Healthcare information systems.

• Exceptional written and verbal communication skills, with the capability to confidently lead live, on-camera client discussions, ask insightful clarifying questions, and translate complex technical concepts into terminology suitable for clinical and revenue-focused audiences.

• Strong empathy and patience, coupled with a sincere desire to assist users in achieving success.

• Familiarity with Jira, Zendesk, or other ticketing systems.

• Ability to quickly learn and adapt to new technologies and processes.

• Demonstrated capability to meet response and resolution expectations while functioning in environments with changing priorities and evolving requirements.

• Proactive mindset in identifying and resolving potential issues before they escalate, as well as recognizing systemic issues and recommending improvements to avert recurring client challenges.

🏝️ Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.

• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.

• Remote-First Team – Work from anywhere in the U.S.

• Unlimited PTO & 10 Holidays – So you can relax and recharge.

• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.

• 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.