Vendor Support Operations Lead

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

📋 Description

• Oversee the support queue in real-time while managing daily workloads, staffing, and ticket flow.

• Create, organize, and maintain Standard Operating Procedures (SOPs) and documentation on Confluence.

• Establish, document, and uphold best practices for ticket management, communication tone, escalation methods, and quality assurance.

• Act as the subject matter expert on OR TRAX support processes, product functionality, and exception cases.

• Take responsibility for daily operations and provide leadership with regular updates on performance and issues.

• Mentor support team members by offering daily guidance and constructive feedback on quality.

• Directly handle phone calls and tickets during high-volume periods, coverage shortages, or urgent matters.

• Address escalated issues as necessary.

• Design and implement onboarding and training programs for both new and existing team members.

• Manage support tools and platform configurations, including macros, routing rules, and tagging systems.

• Represent the support team in discussions with product and engineering regarding bugs and feature deficiencies.

• Identify recurring problems and process inefficiencies, driving resolutions with product and other teams.

• Report on team performance, trends, challenges, and key success metrics to leadership.

⛳️ Requirements

• 3-5+ years of experience in customer or technical support, preferably with leadership roles such as team lead, senior agent, or shift lead.

• Excellent writing and documentation abilities; skilled in creating and maintaining SOPs and Confluence pages.

• Experience in monitoring live support queues or dashboards and making real-time staffing or escalation decisions.

• Proven history of setting and enforcing best practices and quality standards.

• Capability to quickly become the subject matter expert on a product and its associated processes.

• Ability to independently manage daily operations with minimal supervision.

• Experience in healthcare or regulated industries is a plus, though not mandatory.

• Familiarity with JIRA Service Management or Confluence is advantageous.

• Background in supporting non-consumer clients such as representatives, contractors, or field personnel in controlled settings is beneficial.

• Experience in developing a support function from an informal stage into a documented, repeatable process is desirable.

🏝️ Benefits

• Clear pathway to a management role.

• Opportunity to contribute to the launch of new initiatives such as omnichannel support and chatbots.

• Ownership from Day One.

• Work that has a direct impact on patient care, hospital efficiency, and surgical safety.

• Enjoyable and driven team environment.

• Commitment to equal employment opportunities and an inclusive workplace.