Lead Support Analyst (Healthcare SaaS)

TL;DR

Lead Support Analyst (Healthcare SaaS): Managing daily client support operations and quality assurance for a clinical AI platform with an accent on queue health, Zendesk administration, and team coaching. Focus on driving process improvements, handling complex technical escalations, and ensuring white-glove service delivery for US health systems.

Location: Must be based in the United States, preferably working Eastern or Central business hours.

Compensation: $100,000–$110,000

Company

hirify.global is a healthcare technology company building clinical AI platforms to help hospitals improve revenue cycle operations and patient care accuracy.

What you will do

• Own the daily rhythm of client support, including queue monitoring and team standups.
• Manage the Zendesk QA program, including ticket reviews, compliance, and process updates.
• Serve as the primary point of contact for operational escalations and facilitate weekly live-issues meetings.
• Coach and train team members to reinforce documented processes and improve performance.
• Provide hands-on support coverage for complex issues and high-volume periods.
• Partner with Client Success Operations to improve escalation paths and cross-functional planning.

Requirements

• 7+ years of experience in technical support, customer service, or support operations.
• Must be based in the United States with the ability to work Eastern or Central business hours.
• Proven experience in queue management, quality assurance programs, and process improvement.
• Strong technical proficiency in ticketing tools like Zendesk or Jira.
• Ability to work independently on complex client issues and provide coverage during holidays and weekends as needed.
• Excellent communication skills for internal and client-facing interactions.

Nice to have

• Experience with Salesforce or SQL.
• Knowledge of EMR systems or healthcare workflows.
• Prior experience in a lead or senior capacity.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with 75% premium coverage.
• 401(k) retirement plan with a 4% match.
• Unlimited PTO and 10 paid holidays.
• Up to 12 weeks of paid parental leave.
• Remote-first work environment.
• High-impact, fast-moving culture with minimal bureaucracy.