Manager, Customer Support

About Nestmed

Nestmed is revolutionizing healthcare documentation with an AI platform designed to save clinicians time. Within just one year, we have expanded to serve tens of thousands of clinicians across over a million patient visits. We are proud to be a trusted partner for more than 60 home health agencies, including seven of the top ten US enterprises. Our founding team comes from acclaimed backgrounds including Stanford, YC, Google, and Meta, and is supported by founders of PayPal and Plaid to create foundational infrastructure for the $500 billion home healthcare sector.

Role Overview

As the Manager of Customer Support at Nestmed, you will lead a team of Technical Customer Support Specialists, acting as both leader and hands-on technical escalation point for the most challenging cases. This role requires setting high standards for support excellence, establishing effective processes, and growing a team committed to quality service.

Key Responsibilities

• Lead, coach, and develop a team of Technical Customer Support Specialists via regular one-on-one meetings, clear performance feedback, and fostering a culture blending accountability with empathy.
• Create and refine escalation pathways, triage systems, response templates, and service level agreements to maintain exceptional team performance even during difficult situations.
• Define, monitor, and act on key performance indicators such as response time, resolution rates, customer satisfaction, and escalation volumes; report insights and resource requirements to senior management.
• Act as the technical escalation resource for complex or sensitive support tickets, liaising with Engineering to translate client issues into clear bug reports and oversee issue resolution.
• Collaborate across Product, Engineering, and Implementation teams to address systemic challenges, advocate for product enhancements based on support data, and ensure consistent service for enterprise clients.
• Partner with recruiting to expand the support team as needed; oversee onboarding to guarantee new hires are quickly integrated with appropriate habits and knowledge.
• Embody and promote a clinician-focused culture emphasizing patience, empathy, and effective communication tailored for non-technical users working in critical healthcare environments.

Desired Qualifications

• At least five years experience in customer or technical support, including a minimum of two years managing support teams within healthtech or healthcare SaaS environments.
• Proven leadership in coaching team members through challenges, developing top performers, and deliberately fostering a positive team culture.
• Strong process development skills, with experience designing or improving support workflows encompassing triage, escalation protocols, and documentation.
• Technical expertise as a Level 2 support specialist capable of root cause analysis, bug report writing, and effective collaboration with engineering teams.
• Knowledge of home healthcare processes, electronic health record (EHR) or electronic medical record (EMR) systems, and healthcare intake/charting is highly advantageous.
• Exceptional communication abilities, able to interface clearly with team members, speak credibly with engineering, and convey understandable information to clinicians unfamiliar with technical jargon.
• Familiarity with Zendesk or similar support platforms, managing workflows within these tools rather than new user training.

Non-Negotiable Criteria

The ideal candidate has direct experience leading support teams with a focus on coaching rather than simply managing ticket flow. Maintaining a balance as a player-coach is essential, as is possessing genuine patience due to the high-stress healthcare environment your team supports.

Compensation

The salary for this position ranges from $100,000 to $110,000 annually.