Sr. Manager, Client Experience Support (Healthcare SaaS)

Location: United States; fully remote with approximately 5% travel

Salary: $100,000–$110,000 annually, plus benefits and bonus

Company

hirify.global develops a clinical intelligence platform and agentic AI-powered healthcare solutions that connect health plans and providers, supporting prior authorization, payment accuracy, and care optimization.

What you will do

• Lead and manage Client Support Associates through coaching, performance oversight, and daily operational direction.
• Own the CTS board, including ticket triage, assignment, SLA tracking, and escalation to L2, Product, and Engineering teams.
• Improve support operations through automation, standardized closure workflows, turnaround-time risk alerts, and knowledge-base development.
• Manage client access requests and user provisioning across Okta, Tableau, dashboards, and role assignments.
• Coordinate with Client Success, Product, Engineering, and QA to resolve reported issues and communicate outcomes.
• Monitor support metrics and prepare client-facing ticket responses, incident summaries, and status updates.

Requirements

• 3–5 years of experience in client support, technical support operations, or customer experience within healthcare technology or SaaS.
• Expertise with ticket management systems such as Jira Service Desk.
• Proficiency with identity and access management tools such as Okta.
• Strong team leadership, prioritization, cross-functional communication, and client-focused technical communication skills.
• Experience managing SLAs, escalation processes, and support workflows.
• Experience in healthcare IT, prior authorization, or utilization management platforms is advantageous.

Nice to have

• Familiarity with Confluence, Datadog, or monitoring and alerting tools.
• Experience building knowledge-base systems for self-service support.
• Success driving operational process improvements or automation initiatives.

Culture & Benefits

• Fully remote work with approximately 5% travel.
• Medical, dental, vision, life, disability insurance, Employee Assistance Program, FSA, and HSA.
• 401(k) retirement plan with company match.
• Flexible time off and company holidays.
• Up to 14 weeks of paid parental leave and pet insurance.
• Supportive, inclusive, and growth-oriented environment.

Hiring process

• Preliminary phone screening with Talent Acquisition.
• Behavioral interviews.
• Meeting with the hiring manager.