Manager of Support Team L5 Q3 2025

The Manger of Support Team plays a key role in building and scaling a high-performing support operation that ensures exceptional service delivery across all touchpoints. This position is responsible for leading day-to-day support workflows, managing a growing team, optimizing processes, and driving partner and patient satisfaction through timely and effective resolution of inquiries. The ideal candidate brings strong operational skills, a passion for service excellence, and a desire to lead from the front in a fast-paced, high-growth Series A healthcare startup.

• Own day-to-day support operations, including live chat, phone, and email support channels.
• Hire, develop, and manage a growing support team, ensuring high performance and growth opportunities for each team member.
• Set and track support KPIs (e.g., response times, resolution rates, customer satisfaction) and lead weekly team performance reviews.
• Build and maintain internal support processes, training materials, escalation workflows, and documentation.
• Collaborate closely with product, intake, clinical, engineering, and customer success to ensure timely resolution of issues and seamless experiences for all users.
• Implement tooling and automation to improve efficiency and scalability across support functions.
• Lead root cause analysis on high-volume or high-impact issues to inform product and operations roadmaps.
• Foster a culture of empathy, accountability, and continuous improvement within the support team.
• Support weekend and off-hour escalations, especially during growth or early team stages.
• Represent the voice of the patient, caregiver, and partners across the company.

• 3-5+ years of experience in support, operations, or service leadership roles (startup or healthcare experience preferred).
• Experience building support teams and systems from scratch or through major transitions.
• Excellent people management skills: you’ve coached, developed, and grown individuals or small teams.
• Operational mindset: you love solving messy problems, creating order, and building sustainable processes.
• Comfortable wearing multiple hats and thriving in an unstructured, ever-evolving environment.
• Deep empathy for patients, caregivers, and frontline teams, with a desire to create exceptional experiences.
• Willingness to jump in and do the work while building the team around you.

We feel it is essential to invest in benefits that enable our employees to live healthy and full lives, including: 

• Unmatched opportunity for professional development and career growth. We’ll work closely with you to reach your career goals.
• Ability to work from the comfort and convenience of your home. We are a fully remote company.
• Generous PTO.
• Highly competitive health insurance coverage for a startup at our stage.  We also offer vision and dental plans.
• Significant post-series A equity.