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Customer Support Lead
Codes HealthCustomer Support Lead in healthcare SaaS handling ticket resolution and managing a growing support team. Building systems for efficient support while ensuring customer satisfaction.
About the role
Key responsibilities & impact- Build systems to triage and resolve inbound support tickets across email, portal, and phone
- Own technical support escalations
- Manage the formal complaints process
- Own collections follow-up
- Build and document clear escalation paths
- Analyze ticket volume and themes monthly
- Build the support team
- Develop and maintain support documentation, FAQs, and internal runbooks
Requirements
What you’ll need- 4–6 years of B2B customer support experience, including at least 2–3 years in a lead or senior individual contributor role
- Experience handling technical support in a SaaS environment
- Strong process and documentation instincts
- Empathetic under pressure
- Experience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar)
- Proven ability to manage collections or billing escalations
- Eagerness to hire and develop a team
Benefits
Comp & perks- Health insurance
- Flexible working arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B customer supporttechnical supportcollections managementprocess documentationescalation management
Soft Skills
empathyleadershipteam developmentproblem-solvingcommunication