Technical Customer Support Manager
Humata Health
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and scale support team to deliver world-class technical support
- Evaluate and deploy ticketing systems and support technology to meet goals
- Oversee ticket system severities (P1–P4) and ensure timely responses per SLA
- Architect and refine escalation pathways and SOPs across support tiers
- Build and maintain dashboards for ticket volumes, success rates, and analyst performance
- Collaborate with Product, IT, and Engineering on tooling, feedback loops, and triage
- Own and evolve AI-driven support strategy (chatbots, intelligent routing, predictive deflection)
- Act as final escalation point for critical and complex client issues
- Analyze support tickets to identify customer pain points and inform product/process improvements
- Be accountable to support-related SLAs and manage Support Analysts team
Requirements
- Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience
- Five years of experience in technical support with expanded leadership responsibilities and/or management of support analysts
- Proven track record of leading support teams in high-growth or complex environments (health tech preferred)
- Excellent communication and cross-functional collaboration skills
- Demonstrated success in deploying support automation and AI tools to improve operational efficiency
- Ability to balance strategic thinking with a hands-on approach
- Experience supporting B2B SaaS products in healthcare or regulated industries (preferred)
- Familiarity with compliance standards such as HIPAA, SOC 2, or HITRUST (preferred)
- Knowledge of ITIL, Six Sigma, or similar service frameworks (preferred)
- Legal authorization to work in the United States (application asks)