Senior Manager, Client Support (Healthcare)

TL;DR

Senior Manager, Client Support (Healthcare): Defining and owning the operational model for client support, including triage frameworks, escalation paths, and cross-functional partnerships to resolve complex issues. Focus on building a high-performing team, leveraging AI tools for automation, and driving systemic improvements through data-driven insights.

Location: Must be based in the US (Hub cities: NYC, SF, Seattle; remote allowed in approved locations with mandatory attendance at local Work Together Days if within 90 minutes of hub cities).

Salary: $150,000 - $175,000 per year.

Company

hirify.global is the world's largest virtual clinic for women and families, providing end-to-end digital healthcare programs to improve clinical outcomes and reduce costs.

What you will do

• Own and evolve the operating model for client support, including intake, triage, SLAs, and escalation governance.
• Lead and develop a team of Client Support Associates, fostering a culture of ownership and capability.
• Partner with Product and Engineering to translate field issues into prioritized product improvements.
• Manage complex, multi-source issue queues to ensure timely resolution and stakeholder transparency.
• Build self-sufficient documentation, including playbooks, decision trees, and knowledge base content.
• Implement AI tools and automation to optimize triage, routing, and trend analysis.

Requirements

• 6–8 years of experience in client support, operations, or service delivery.
• 2–3 years of experience leading a team.
• Active work authorization in the US is required.
• Proven ability to design intake models, triage workflows, and SLA frameworks from scratch.
• Hands-on experience with ticketing tools like Jira, Salesforce, or Zendesk.
• Healthcare industry experience (payer, employer, or digital health).
• Bachelor’s degree.

Nice to have

• Knowledge of women’s and family health trends.
• Experience on the payer or health plan side.
• Familiarity with Looker or similar BI tools.
• Experience in a high-growth or startup environment.

Culture & Benefits

• Employer-covered health, dental, and insurance plans.
• 401K matching with immediate vesting.
• 16 weeks 100% paid parental leave and new parent stipend.
• Annual professional development stipend and personal career coaching.
• Flexible hybrid work model with in-office meals and team collaboration days.