Note: The job is a remote job and is open to candidates in USA. Knowtex is transforming healthcare documentation through ambient AI scribing technology and is partnering with the Department of Veterans Affairs to deploy its solution across the VA healthcare system. The Customer Support Program Manager will build and lead scalable support infrastructure, oversee technical issue resolution and escalations, manage Customer Support Specialists, and use support data to improve customer success, product quality, and operational performance.
Responsibilities
- Design and lead support program infrastructure: Establish vision, strategy, and operational framework for technical support at scale; implement ticketing systems, escalation protocols, and SLA definitions
- Build operational infrastructure: Deploy and manage support tools (ticketing platform, knowledge base, analytics dashboards, reporting frameworks)
- Define and monitor KPIs: Track response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends, escalation rates, and support efficiency metrics
- Drive continuous improvement: Analyze support data to identify patterns, systemic issues, and opportunities for process optimization; implement data-driven solutions
- Manage program budget and resources: Forecast support needs, manage vendor relationships, optimize resource allocation across growing user base
- Oversee technical troubleshooting: Guide resolution of complex issues including authentication failures, EHR integrations (VistA/Cerner), SMART on FHIR API problems, recording quality, and system performance
- Manage escalation to Engineering: Establish protocols for bug escalation, track critical product issues, coordinate cross-functional response to technical problems
- Partner with Clinical Specialist: Escalate issues requiring clinical workflow expertise while owning technical aspects of resolution
- Lead crisis response: Coordinate rapid response to system outages, critical bugs, and high-impact incidents affecting patient care delivery
- Develop diagnostic frameworks: Create troubleshooting methodologies, decision trees, root cause analysis templates, and technical documentation
- Monitor Support Specialist performance: Provide technical guidance on ticket handling, review escalation decisions, coach on complex troubleshooting
- Directly manage Customer Support Specialist: Provide daily oversight, coaching, quality assurance, and performance management customer support specialist
- Recruit and onboard talent: Hire additional support team members as program scales; develop comprehensive onboarding programs transferring product and VA system knowledge
- Establish quality assurance program: Implement coaching frameworks, performance metrics, ticket review processes, and continuous feedback mechanisms
- Develop support training curricula: Create role-specific training covering product expertise, VA workflows, technical troubleshooting, and customer engagement
- Foster high-performance culture: Build resilient, empathetic, mission-driven team capable of sustained performance under pressure
- Create career pathways: Mentor team members, establish professional development plans, facilitate knowledge sharing, and build institutional expertise
- Build and maintain knowledge base: Develop comprehensive self-service resources reducing support ticket volume and enabling user independence
- Create troubleshooting guides: Document common issues, FAQs, diagnostic procedures, and resolution workflows
- Document support patterns: Analyze and categorize recurring issues to inform knowledge base priorities and product improvements
- Partner with Clinical Specialist: Ensure knowledge base accurately reflects clinical workflows while focusing on technical troubleshooting
- Enable Site POCs and Champions: Provide support resources and documentation that empower on-site advocates
- Monitor customer health indicators: Track utilization trends, CSAT/NPS scores, support ticket patterns, and escalation frequency to identify at-risk users
- Coordinate retention interventions: Identify users struggling with technical issues and coordinate appropriate support responses
- Partner with Implementation Manager: Share site-level support trends and customer health data to inform retention strategies
- Analyze support trends: Track and synthesize support data to inform Engineering priorities and product improvements
- Contribute to RE-AIM evaluations: Provide support metrics and insights for quarterly program effectiveness assessments
- Translate user feedback for Engineering: Document product issues, prioritize bug reports, and communicate technical requirements based on support data
- Coordinate with Implementation Manager: Align on go-live support coverage, share site-level support trends, ensure smooth handoffs from deployment to support
- Partner with Clinical Specialist: Escalate clinical workflow and quality issues while maintaining ownership of technical resolution
- Report to Director: Provide weekly updates on support metrics, escalations, team performance, and strategic recommendations
Skills
- Location: Remote (U.S.-based, must accommodate VA healthcare operational hours)
- Travel: Up to 20% (VA site visits, training events, quarterly team meetings)
- • 5+ years in support operations, program management, or technical operations with demonstrated success building, scaling, or optimizing customer support programs
- • Team leadership: Experience directly managing support teams or building support organizations; proven ability to coach, develop, and drive performance
- • Technical support expertise: Strong track record managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments
- • Support program design: Experience establishing support infrastructure including ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs
- • Support systems expertise: Proficiency with ticketing platforms (Pylon, Zendesk, ServiceNow, Jira Service Desk) or demonstrated ability to evaluate, select, and implement support technologies
- • Technical fluency: Comfortable understanding APIs, system integrations, authentication protocols, and technical documentation; able to troubleshoot complex technical issues
- • Data analysis and reporting: Proficient with Excel/Google Sheets, data visualization tools; able to analyze trends, create executive dashboards, and present actionable insights
- • Process design and optimization: Strong capability to design scalable processes, create SOPs, develop training materials, and establish quality frameworks
- • Program management proficiency: Experience with project management tools (Jira, [Monday.com](http://Monday.com), Microsoft Project); ability to manage multiple concurrent initiatives with competing priorities
- • Strategic thinking: Balances immediate operational needs with long-term program sustainability and scalability
- • Technical problem-solving: Analytical mindset with ability to diagnose root causes, distinguish systemic from isolated issues, and implement preventive solutions
- • Crisis leadership: Remains composed under pressure; makes sound decisions during high-stakes situations; provides clear direction during system outages
- • Communication excellence: Outstanding written and verbal communication; translates complex technical concepts for diverse audiences from clinicians to executives
- • Stakeholder management: Exceptional ability to build relationships, influence without authority, navigate complex organizations, and manage competing priorities
- • Bias toward action: Moves decisively to solve problems while building systematic, sustainable solutions
- • Empathy and advocacy: Deep commitment to user success; champions clinician needs while maintaining technical rigor
- • Adaptability: Thrives in dynamic environments; embraces change and uncertainty as opportunities for innovation
- • VA healthcare system experience: Direct experience working within or supporting VA medical centers, VISNs, or VA central office; understanding of VA organizational structure and cultural dynamics (highly valued)
- • Healthcare technology or healthcare operations experience: Deep understanding of clinical workflows, EHR systems, healthcare compliance, and patient care delivery environments
- • Enterprise healthcare software: Background supporting EHR systems, clinical documentation tools, or healthcare SaaS platforms in large, complex organizations
- • Telehealth or virtual care programs: Experience managing support for remote care delivery platforms or digital health solutions
- • Professional certifications: ITIL Service Management, HDI Support Center certification, Project Management Professional (PMP), or similar credentials demonstrating professional development
- • Agile/Scrum methodologies: Experience with Agile delivery frameworks, sprint planning, and iterative program development
- • Regulatory compliance knowledge: Familiarity with healthcare compliance frameworks, audit programs, or quality assurance processes
Benefits
- Remote (U.S.-based, must accommodate VA healthcare operational hours)
- Opportunity to build the support program from scratch with genuine autonomy to implement industry best practices, select appropriate tools, design scalable processes, and establish the program culture from day one
- Accelerated professional development through challenges that stretch technical and leadership capabilities
- Direct management responsibility and the opportunity to shape team culture, develop talent, and establish career pathways
- Exposure to one of America's largest healthcare systems through the VA partnership
Company Overview