Note: The job is a remote job and is open to candidates in USA. SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. They are seeking a Lead Client Support Analyst to manage the operational aspects of the Client Support team, ensuring high-quality support and addressing complex client issues. This role involves daily operations, team development, and collaboration with the Client Support Manager to enhance service delivery.
Responsibilities
- Own the daily rhythm of Client Support — queue health monitoring and daily team standups
- Own the Zendesk QA program — daily QA reviews, ticket hygiene, close-the-loop, and compliance
- Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting — surfacing prioritized post-production customer challenges and driving decisions on the highest-impact issues
- Identify repeat quality and ticket trends, channeling them into coaching, refresher training, and process updates
- Handle Zendesk administration and monitor omnichannel routing functionality
- Serve as a day-to-day coach, reinforcing documented processes, and leading Support-specific "Train the Team" sessions
- Monitor and escalate team performance concerns to the Support Manager, who owns formal performance management and conversations
- Provide hands-on coverage when needed — working the queue independently and handling complex issues and escalations
- Maintain deep, current expertise across all SmarterDx applications, using it to guide how the team approaches issues and strengthen how analysts leverage our tech stack
- Contribute to weekly Client Support updates — surfacing trends, recurring quality themes, team recognition, and recommended refresher topics — for the Manager's review and delivery
- Partner with Client Success Operations team on process improvement, escalation-path improvements, and cross-functional operational planning
- Back up the Client Support Manager in complex, layered conversations — internally and with clients — bringing the appropriate context and detail those discussions require
Skills
- 7+ years experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS
- Demonstrated ownership of day-to-day operations for a support or service function — queue management and quality programs — at a scale where you were the person things ran through
- Ability to work a ticket queue independently, resolving complex client issues without backup, and sound judgment on when to escalate
- Must have strong experience in at least two of the following: Quality assurance or audit programs — reviewing work, identifying trends, and translating findings into coaching and process improvements; Coaching, mentoring, or training peers and junior team members; Building or improving support processes, documentation, or onboarding programs
- Strong organizational rigor with the ability to hold many moving pieces without dropping them
- Excellent communication skills, with the ability to represent Support in complex conversations, internally and with clients
- Well-versed in Zendesk, Jira, or similar ticketing tools, including administrative functions
- Calm and steady under pressure, with excellent time management and prioritization in a remote environment
- Willingness to provide coverage during high-volume periods, holidays, and weekends as needed
- Salesforce and/or SQL experience
- Experience with electronic medical record (EMR) systems or related healthcare applications
- Knowledge of medical terminology and hospital workflows
- Prior experience in a lead, senior, or coordinator capacity
Benefits
- Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
- Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
- Remote-First Team – Work from anywhere in the U.S.
- Unlimited PTO & 10 Holidays – So you can relax and recharge.
- 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
- Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
- Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.
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