Customer Support Program Manager
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Job Description
Customer Support Program Manager scaling technical support for Knowtex’s ambient AI healthcare platform. Leading support infrastructure, troubleshooting, escalations, and specialist development for VA deployments.
Responsibilities:
- Design and lead the technical support program infrastructure, strategy, and operational framework at scale
- Implement ticketing systems, escalation protocols, SLA definitions, knowledge bases, analytics dashboards, and reporting frameworks
- Define, monitor, and report KPIs including response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends, escalation rates, and support efficiency
- Analyze support data to identify patterns, systemic issues, and process optimization opportunities
- Manage support program budget, vendor relationships, resource forecasts, and allocation
- Oversee troubleshooting of authentication failures, EHR integrations including VistA/Cerner, SMART on FHIR API problems, recording quality, and system performance
- Manage Engineering escalations, critical product issues, outages, bugs, and high-impact incidents
- Develop diagnostic frameworks, decision trees, root-cause analysis templates, and technical documentation
- Directly manage Customer Support Specialists through daily oversight, coaching, quality assurance, and performance management
- Recruit and onboard support team members and develop product, VA-system, technical troubleshooting, and customer-engagement training
- Build and maintain self-service knowledge resources, troubleshooting guides, FAQs, and resolution workflows
- Monitor customer health indicators and coordinate retention interventions
- Translate user feedback into Engineering priorities, product improvements, and bug reports
- Coordinate go-live support coverage and handoffs with the Implementation Manager
- Partner with Clinical Specialists on clinical workflow issues while owning technical resolution
- Provide weekly updates to the Director of Customer Delivery on metrics, escalations, team performance, and recommendations
- Contribute support metrics and insights to quarterly RE-AIM evaluations
Requirements:
- 5+ years in support operations, program management, or technical operations
- Experience building, scaling, or optimizing customer support programs
- Experience directly managing support teams or building support organizations
- Experience coaching, developing, and driving team performance
- Strong experience managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments
- Experience establishing ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs
- Proficiency with ticketing platforms such as Pylon, Zendesk, ServiceNow, or Jira Service Desk, or ability to evaluate, select, and implement support technologies
- Technical fluency in APIs, system integrations, authentication protocols, and technical documentation
- Ability to troubleshoot complex technical issues
- Proficiency with Excel/Google Sheets and data visualization tools
- Ability to analyze trends, create executive dashboards, and present actionable insights
- Ability to design scalable processes, create SOPs, develop training materials, and establish quality frameworks
- Experience with project management tools such as Jira, Monday.com, or Microsoft Project
- Ability to manage multiple concurrent initiatives with competing priorities
- Must be U.S.-based and accommodate VA healthcare operational hours
- Legally authorized to work in the United States
- Bonus: VA healthcare system experience, healthcare technology or operations experience, enterprise healthcare software experience, telehealth or virtual care experience, ITIL/HDI/PMP or similar certifications, Agile/Scrum experience, and healthcare regulatory compliance knowledge
Benefits:
- Travel up to 20% for VA site visits, training events, and quarterly team meetings
- Professional development plans and career pathways
- Coaching, mentoring, and knowledge-sharing opportunities
- Mission-driven work supporting VA clinicians and Veterans
- Equal opportunity workplace committed to diversity and inclusion
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