Customer Support Lead
About The Position
As Customer Support Specialist, you will build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters. You'll be responsible for the entire support lifecycle—from initial troubleshooting to systemic problem identification, team building, and continuous improvement. This is a player-coach role: You'll be hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale. You'll work at the intersection of healthcare, technology, and operations—balancing urgent user needs with long-term strategic planning.
Requirements
- 5+ years in customer support operations
- Technical troubleshooting expertise
- Healthcare or healthcare IT experience: Understanding of clinical workflows, EHR systems, and patient care environments
- Metrics-driven approach: Experience defining, tracking, and improving support KPIs (MTTR, CSAT, NPS, ticket backlog, etc.)
- Ticketing systems: Deep experience with Zendesk, ServiceNow, Jira Service Desk, or similar platforms
- Data analysis: Proficient in Excel/Google Sheets; comfortable creating dashboards and analyzing trends
- Technical acumen: Ability communicate technical concepts clearly
- Documentation tools: Experience building knowledge bases, troubleshooting guides, and self-service resources
- Crisis management: Stays calm under pressure; makes sound decisions when stakes are high
- Communication: Excellent written and verbal skills; can explain complex technical issues to non-technical audiences
- Empathy: Deep appreciation for user frustration; committed to user success
- Bias toward action: Moves quickly to solve problems while building sustainable solutions
- Adaptability: Thrives in ambiguity; comfortable with rapid change and evolving priorities
Nice To Haves
- VA healthcare system experience: Direct experience working within or supporting VA medical centers, understanding VA organizational structure, policies, and culture
- Telehealth or virtual care experience: Familiarity with remote care delivery, video visit platforms, or digital health tools
- Implementation support background: Experience supporting software rollouts, user adoption, or change management initiatives
- SaaS product support: Experience supporting cloud-based software in healthcare or enterprise environments
Responsibilities
- Support Operations Management
- Technical Troubleshooting & Problem Solving
- Team Building & Leadership
- VA Stakeholder Engagement
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
