Customer Support Lead (Medtech)

TL;DR

Customer Support Lead (Medtech): Growing and enabling the Support team to achieve best-in-class support as the product and team scale, owning support quality, and developing systems to provide excellent customer experiences. Focus on increasing the team’s impact while increasing efficiency and representing the customer’s voice.

Location: Onsite in San Francisco, Denver, or New York City. This is not a remote position.

Salary: $135,000 - $175,000 USD

Company

hirify.global is an in-person team with office locations in San Francisco, Denver and New York City.

What you will do

• Start with a strong IC focus for the first 6 months to become a product expert.
• Build and refine systems to help the team scale, such as setting up QA programs, tracking new metrics, and designing training programs.
• Grow a team of direct reports, helping them increase both their scope and impact.
• Manage strategic goals alongside Support leadership, primarily geared towards increasing the team’s impact while increasing efficiency and representing the customer’s voice.
• Work with your Support team pod to meet and exceed support KPIs and SLAs, including CSAT, first reply time, resolution time, and support quality (QA) as the product grows and changes.
• Work closely with Product, Engineering, Billing, and other Ops leaders to identify feedback loops and address opportunities across the business.

Requirements

• You have at least 3 years of experience managing people, ideally in a high-growth B2B SaaS, health tech, or fintech environment.
• You have a demonstrated track record of delivering quantifiable business outcomes and are comfortable being held accountable to metrics like SLA achievement and efficiency gains.
• You are passionate about using technology and automation to solve complex problems and improve support processes.
• You are a clear and concise communicator who can explain complicated ideas in simple terms to both customers and internal stakeholders.
• You have experience hiring and onboarding new talent and have successfully coached team members through performance and career goals.
• You may have experience in the US healthcare industry, but if not, you are excited to delve deeply into one of the gnarliest problem spaces in America.

Culture & Benefits

• Play a critical role in shaping our company culture and helping to make this the best place we’ve ever worked.
• Take pride in your work and have an intrinsic curiosity and drive toward learning and self-improvement.
• Are rigorous in your thinking, and seek a first principles understanding based on all available data.
• Are driven and hardworking and know how to motivate a team while taking care of your people.