Healthcare software should help clinicians, not get in their way. At Elation Health, we build clinical technology that gives doctors their time back so they can concentrate on their patients. We are looking for a Manager of Customer Support who approaches customer service with the curiosity and rigor of a product designer. In this fully remote, worldwide role, you will take charge of our frontline specialists and technical support engineers, treating every support interaction as a chance to refine our systems, reduce platform friction, and elevate our user experience.

Overview

This is not your standard support leadership post. Rather than simply clearing queues, you will view our support operations as an evolving product. You will dive into data, launch experiments to speed up ticket resolution, and partner directly with our Engineering and Product groups to fix problems at their root. If you are passionate about building high-performing technical teams and love optimizing operational systems, you will feel right at home here.

Key Responsibilities

Your day to day work will focus on these core areas

Lead, mentor, and foster the professional growth of our Support Specialists and Support Engineers across diverse regions.
Own the team SLA commitments, daily operational cadence, and overall quality of service delivered to medical practices.
Treat incoming tickets as diagnostic data to uncover product bugs, confusing workflows, and opportunities for automation.
Collaborate closely with Engineering and Product managers to translate customer feedback into meaningful product roadmap enhancements.
Develop analytics and reporting mechanisms that keep support metrics visible, honest, and actionable across the entire company.
Design and run operational experiments that continuously drive down response times while elevating resolution satisfaction.

Requirements

Candidates who thrive in this role generally bring the following qualities

Demonstrated background managing technical support or customer operations teams within a fast-paced SaaS company.
A product-oriented mindset that focuses on eliminating customer friction rather than just answering tickets faster.
Hands-on experience working with both frontline support personnel and technically minded support engineers.
Strong quantitative skills with the ability to build dashboards, analyze operational metrics, and turn numbers into strategic decisions.
Superb communication skills with the ability to align cross-functional teams around customer needs.
Self-direction and reliability needed to thrive in a distributed, remote-first environment.

What You'll Gain

Joining our crew brings several exciting benefits

The flexibility of a fully remote position that welcomes talent from all over the world.
A leadership position with significant influence over our operational direction and customer satisfaction strategy.
The chance to make an immediate, positive difference in the daily working lives of healthcare providers.
A collaborative company culture surrounded by teammates who value empathy, craft, and pragmatic problem solving.