Team Leadership (50%) — Manage, coach, and develop a team of Technical Customer Support Specialists. Run structured 1:1s, deliver clear performance feedback, and build a culture where accountability and empathy coexist. You don’t just manage the queue, you develop the people working it.
Process & Playbook Development — Build and maintain the escalation paths, triage frameworks, response templates, and SLA standards that keep the team operating at high quality, even on bad days.
Performance & Metrics — Implement and own team KPIs: response time, resolution rate, CSAT, escalation volume. Surface insights to the Head of CS and advocate for the resources your team needs to hit them.
L2 Escalation (30%) — Step in on complex, unresolved, or high-sensitivity tickets that require deeper technical investigation. You’re the bridge between the support team and engineering, translating user-reported issues into actionable bug reports and following through on resolution.
Cross-Functional Partnership — Collaborate with Product, Engineering, and Implementation to close the loop on systemic issues, advocate for product improvements surfaced by support trends, and ensure enterprise clients receive a consistent, high-touch experience.
Hiring & Onboarding — Partner with recruiting to grow the team as volume scales. Own onboarding so new team members ramp quickly, consistently, and with the right habits from day one.
Clinician-Centered Culture — Model the patience, empathy, and communication standard you expect from your team. Your reps are supporting non-technical users who are mid-patient-care when things go wrong. That context should shape every coaching conversation you have.