Manager, Customer Support

The role

You will lead a team of 8–10 Support Specialists and Support Engineers. You will manage support operations, use data to optimize processes, and partner with Engineering and Product teams to improve the product.

What you will do

• Manage 8–10 Support Specialists and Support Engineers including hiring, onboarding, and performance management
• Conduct weekly 1:1s for skill development and career growth
• Coach team to evaluate AI-generated recommendations
• Hold team accountable to SLA commitments
• Manage daily case triage, routing, and escalation workflows
• Design and run experiments to improve resolution speed and satisfaction
• Build and maintain the Support playbook and documentation
• Own the QA process for AI-assisted case resolution
• Build dashboards and define KPIs to make performance actionable
• Translate case data into feedback for Product and Engineering teams

Required qualifications

• 5+ years in technical support, customer success operations, or technical account management
• At least 2 years managing people
• Proven track record managing to SLAs in a technical support or customer operations environment
• Experience with technical products where support requires genuine technical troubleshooting
• Data fluency including building dashboards and analyzing trends

Nice to have

• Experience in healthcare, health tech, or regulated industries
• Exposure to AI-assisted support workflows or LLM-based tooling
• Prior experience as a technical support engineer or individual contributor before moving into management
• Familiarity with Notion, Linear, Salesforce, Intercom, or similar support/case management platforms

About the company

Elation is a SaaS cloud-based clinical platform focused on enhancing physician and patient quality of life. The company aims to empower physicians to deliver phenomenal care to patients.