Customer Support Program Manager

# **Customer Support Program Manager** **Location:** Remote (U.S.-based, must accommodate VA healthcare operational hours) **Reports to:** Director of Customer Delivery **Direct Reports:** Customer Support Specialists **Travel:** Up to 20% (VA site visits, training events, quarterly team meetings)     ## **About Knowtex** Knowtex is transforming healthcare documentation through ambient AI scribing technology. This position sits across both commercial and federal deployments and we’re scaling quickly. We're partnering with the Department of Veterans Affairs to deploy our solution across the VA healthcare system, helping clinicians reduce documentation burden, reclaim time for patient care, and combat burnout. We're in a critical growth phase: scaling from 7,500 to 80,000 users over the next 90 days, with plans to reach 150,000 users within 3 years. This is a high-impact, high-visibility role.     ## **The Role** As **Customer Support Program Manager** , you will design, build, and lead the support program that ensures clinicians can effectively use Knowtex to document patient encounters. You'll own the complete support infrastructure—from ticketing systems and escalation protocols to team management and technical troubleshooting—establishing the operational foundation that enables our rapid growth while maintaining exceptional service quality. This is a **strategic leadership role with hands-on execution** : You'll manage support operations end-to-end while building the systems, processes, and team to scale from thousands to tens of thousands of users. You'll serve as the bridge between clinicians, product engineering, and cross-functional delivery teams—translating technical issues into solutions, managing escalations, and ensuring seamless support delivery across a rapidly expanding user base. **Key Distinction:** This role focuses exclusively on support program infrastructure, technical issue resolution, and team management. You'll partner closely with the Implementation Manager (who owns site deployments and go-live project management) and the Clinical Specialists (who addresses clinical workflow optimization and quality concerns requiring clinical expertise). ## **What Success Looks Like** **In 90 Days:** - Support program infrastructure established to scale from 7,500 to 80,000 users without quality degradation - Core operational framework: ticketing workflows, metrics dashboards - Customer Support Specialists effectively managed with clear expectations, quality standards, and coaching framework - Technical issues resolved within established SLA’s - User satisfaction maintained at ≥85% **In 6 Months:** - Support team fully trained and performing independently with clear role definitions - Self-service knowledge base reducing Tier 1 ticket volume by 30% - Proactive pattern analysis identifying systemic technical issues and driving product improvements - Support metrics integrated into quarterly RE-AIM evaluation framework - Quality assurance program operational with coaching, performance reviews, and continuous improvement - 99.5%+ system uptime maintained through rapid technical issue detection and coordinated response **In 1 Year:** - Support program scaled to 100,000+ users with sustained quality metrics - Multi-tiered support structure fully operational with documented career pathways - Support team recognized as technical product experts and trusted partners - Measurable impact demonstrated: improved resolution times, increased first-contact resolution, high CSAT scores - Support data analytics driving strategic insights for product roadmap and Engineering priorities - Scalable technical processes and documentation enabling continued growth to 150,000 users - Knowledge management system comprehensive and reducing support volume measurably     ## **Key Responsibilities** ### **1. Support Program Strategy & Operations (30%)** - **Design and lead support program infrastructure** : Establish vision, strategy, and operational framework for technical support at scale; implement ticketing systems, escalation protocols, and SLA definitions - **Build operational infrastructure** : Deploy and manage support tools (ticketing platform, knowledge base, analytics dashboards, reporting frameworks) - **Define and monitor KPIs** : Track response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends, escalation rates, and support efficiency metrics - **Drive continuous improvement** : Analyze support data to identify patterns, systemic issues, and opportunities for process optimization; implement data-driven solutions - **Manage program budget and resources** : Forecast support needs, manage vendor relationships, optimize resource allocation across growing user base ### **2. Technical Issue Resolution & Escalation Management (25%)** - **Oversee technical troubleshooting** : Guide resolution of complex issues including authentication failures, EHR integrations (VistA/Cerner), SMART on FHIR API problems, recording quality, and system performance - **Manage escalation to Engineering** : Establish protocols for bug escalation, track critical product issues, coordinate cross-functional response to technical problems - **Partner with Clinical Specialist** : Escalate issues requiring clinical workflow expertise while owning technical aspects of resolution - **Lead crisis response** : Coordinate rapid response to system outages, critical bugs, and high-impact incidents affecting patient care delivery - **Develop diagnostic frameworks** : Create troubleshooting methodologies, decision trees, root cause analysis templates, and technical documentation - **Monitor Support Specialist performance** : Provide technical guidance on ticket handling, review escalation decisions, coach on complex troubleshooting ### **3. Support Team Management & Development (20%)** - **Directly manage Customer Support Specialist** : Provide daily oversight, coaching, quality assurance, and performance management customer support specialist - **Recruit and onboard talent** : Hire additional support team members as program scales; develop comprehensive onboarding programs transferring product and VA system knowledge - **Establish quality assurance program** : Implement coaching frameworks, performance metrics, ticket review processes, and continuous feedback mechanisms - **Develop support training curricula** : Create role-specific training covering product expertise, VA workflows, technical troubleshooting, and customer engagement - **Foster high-performance culture** : Build resilient, empathetic, mission-driven team capable of sustained performance under pressure - **Create career pathways** : Mentor team members, establish professional development plans, facilitate knowledge sharing, and build institutional expertise ### **4. Knowledge Management & Self-Service (10%)** - **Build and maintain knowledge base** : Develop comprehensive self-service resources reducing support ticket volume and enabling user independence - **Create troubleshooting guides** : Document common issues, FAQs, diagnostic procedures, and resolution workflows - **Document support patterns** : Analyze and categorize recurring issues to inform knowledge base priorities and product improvements - **Partner with Clinical Specialist** : Ensure knowledge base accurately reflects clinical workflows while focusing on technical troubleshooting - **Enable Site POCs and Champions** : Provide support resources and documentation that empower on-site advocates ### **5. Customer Success & Retention (10%)** - **Monitor customer health indicators** : Track utilization trends, CSAT/NPS scores, support ticket patterns, and escalation frequency to identify at-risk users - **Coordinate retention interventions** : Identify users struggling with technical issues and coordinate appropriate support responses - **Partner with Implementation Manager** : Share site-level support trends and customer health data to inform retention strategies - **Analyze support trends** : Track and synthesize support data to inform Engineering priorities and product improvements - **Contribute to RE-AIM evaluations** : Provide support metrics and insights for quarterly program effectiveness assessments ### **6. Cross-Functional Collaboration (5%)** - **Translate user feedback for Engineering** : Document product issues, prioritize bug reports, and communicate technical requirements based on support data - **Coordinate with Implementation Manager** : Align on go-live support coverage, share site-level support trends, ensure smooth handoffs from deployment to support - **Partner with Clinical Specialist** : Escalate clinical workflow and quality issues while maintaining ownership of technical resolution - **Report to Director** : Provide weekly updates on support metrics, escalations, team performance, and strategic recommendations     ## **Key Collaborations** - **Customer Support Specialists** : Daily oversight, coaching, quality assurance; manage workload distribution, escalations, and professional development - **Implementation Manager** : Coordinate go-live support coverage, share site-level support trends, align on customer health indicators and retention strategies - **Clinical Implementation Specialist** : Escalate clinical workflow issues, partner on quality concerns identified through tickets, align on user satisfaction improvement initiatives - **Engineering Team** : Regular coordination on bug escalation, product issues, technical roadmap priorities informed by support data - **Director of Customer Delivery** : Weekly 1:1s on program strategy, resource needs, team performance, and cross-functional alignment     ## **Required Qualifications** ### **Experience** - **5+ years in support operations, program management, or technical operations** with demonstrated success building, scaling, or optimizing customer support programs - **Team leadership** : Experience directly managing support teams or building support organizations; proven ability to coach, develop, and drive performance - **Technical support expertise** : Strong track record managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments - **Support program design** : Experience establishing support infrastructure including ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs ### **Technical & Operational Skills** - **Support systems expertise** : Proficiency with ticketing platforms (Pylon, Zendesk, ServiceNow, Jira Service Desk) or demonstrated ability to evaluate, select, and implement support technologies - **Technical fluency** : Comfortable understanding APIs, system integrations, authentication protocols, and technical documentation; able to troubleshoot complex technical issues - **Data analysis and reporting** : Proficient with Excel/Google Sheets, data visualization tools; able to analyze trends, create executive dashboards, and present actionable insights - **Process design and optimization** : Strong capability to design scalable processes, create SOPs, develop training materials, and establish quality frameworks - **Program management proficiency** : Experience with project management tools (Jira, [Monday.com](http://Monday.com), Microsoft Project); ability to manage multiple concurrent initiatives with competing priorities ### **Core Competencies** - **Strategic thinking** : Balances immediate operational needs with long-term program sustainability and scalability - **Technical problem-solving** : Analytical mindset with ability to diagnose root causes, distinguish systemic from isolated issues, and implement preventive solutions - **Crisis leadership** : Remains composed under pressure; makes sound decisions during high-stakes situations; provides clear direction during system outages - **Communication excellence** : Outstanding written and verbal communication; translates complex technical concepts for diverse audiences from clinicians to executives - **Stakeholder management** : Exceptional ability to build relationships, influence without authority, navigate complex organizations, and manage competing priorities - **Bias toward action** : Moves decisively to solve problems while building systematic, sustainable solutions - **Empathy and advocacy** : Deep commitment to user success; champions clinician needs while maintaining technical rigor - **Adaptability** : Thrives in dynamic environments; embraces change and uncertainty as opportunities for innovation     ## **Bonus Qualifications** - **VA healthcare system experience** : Direct experience working within or supporting VA medical centers, VISNs, or VA central office; understanding of VA organizational structure and cultural dynamics (highly valued) - **Healthcare technology or healthcare operations experience** : Deep understanding of clinical workflows, EHR systems, healthcare compliance, and patient care delivery environments - **Enterprise healthcare software** : Background supporting EHR systems, clinical documentation tools, or healthcare SaaS platforms in large, complex organizations - **Telehealth or virtual care programs** : Experience managing support for remote care delivery platforms or digital health solutions - **Professional certifications** : ITIL Service Management, HDI Support Center certification, Project Management Professional (PMP), or similar credentials demonstrating professional development - **Agile/Scrum methodologies** : Experience with Agile delivery frameworks, sprint planning, and iterative program development - **Regulatory compliance knowledge** : Familiarity with healthcare compliance frameworks, audit programs, or quality assurance processes     ## **What Makes This Role Unique** ### **Mission-Critical Impact** You'll directly enable clinicians caring for America's Veterans. Every system you build, every process you optimize, every team member you develop contributes to better Veteran healthcare outcomes and clinician well-being. This isn't abstract—your work has immediate, measurable impact on those who served. ### **Build from the Ground Up** You're not inheriting legacy systems or broken processes—you're building the support program from scratch. You'll have genuine autonomy to implement industry best practices, select appropriate tools, design scalable processes, and establish the program culture from day one. ### **Strategic Technical Leadership** This isn't just ticket management. You'll analyze support data to identify product issues, influence Engineering priorities, contribute to RE-AIM evaluations, and shape business strategy. Your technical insights will directly inform product roadmap and resource allocation decisions. ### **Exceptional Growth Trajectory** 200 to 150,000 users in 3 years represents exponential growth that few professionals experience. You'll face challenges that will stretch your technical and leadership capabilities, force innovation, and accelerate your professional development at a pace rarely available in established organizations. ### **Direct Management Opportunity** You'll immediately inherit management responsibility for the Customer Support Technician and build a high-performing team as the program scales. This provides both immediate leadership impact and the opportunity to shape team culture, develop talent, and establish career pathways. ### **VA Partnership Opportunity** Working with the VA provides exposure to one of America's largest healthcare systems. You'll navigate complex requirements while partnering with mission-driven professionals committed to Veteran care. You'll develop expertise that's highly valued across healthcare technology and government sectors.     ## **Our Commitment to Diversity & Inclusion** We strongly encourage applications from individuals with lived experience in military or VA healthcare settings, including Veterans, military family members, and VA employees or contractors. We're committed to building a team that reflects the diversity of the Veterans we serve. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.     ## **How to Apply** Please submit your resume along with a brief cover letter addressing: 1. Your experience building or managing technical support programs in healthcare technology or similar environments 2. Your approach to scaling support operations while maintaining quality and team performance 3. Why you're passionate about supporting VA clinicians and Veterans We're looking for a technical support leader who can start immediately and is excited to build something meaningful from day one. Visa sponsorship is not available for this role.