SmarterDx

Support Manager

SmarterDx

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $120,000 - $140,000 per year

Job Level

Mid-LevelSenior

About the role

  • Lead, hire, and develop a team of support analysts who care deeply about the customer experience and are responsive to rapid feedback and coaching
  • Develops an advanced understanding of all SmarterDx applications, using this knowledge to guide support strategies and augment how Support Analysts leverage our tech stack to optimize the customer experience
  • Create and implement strategies that allow the Support team to stay up-to-date on functionality of new and existing product offerings, with a bias towards leveraging technology on repetitive, labor-intensive tasks and leveraging specialized teams to solve more nuanced and complex issues
  • Collaborate with cross-functional teams, including Product Management, Customer Success, Implementation, Clinical, and Engineering to ensure alignment and close coordination and progress towards shared company goals

Requirements

  • 6+ years experience leading customer service teams within the healthcare industry, specifically within the revenue cycle management space
  • 4+ years of experience creating and optimizing support triaging processes
  • Must have strong experience in at least one of the following:
  • Creating Key Performance Indicators (KPIs) and measuring team performance against published metrics
  • Startup experience, especially at a healthcare or health tech organization
  • Leading support or customer service functions through acquisitions and/or rapid organizational changes
  • Excellent communication skills, with experience creating and presenting reports to executive teams
  • Well-versed in Zendesk, Jira or similar ticketing tools for issue tracking, workflow management, and operational support.
  • Excellent time management and prioritization skills in a remote environment
Benefits
  • Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.
  • One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan.
  • Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption.
  • Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
  • Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you.
  • Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills.
  • 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower.
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Key Performance Indicatorssupport triaging processescustomer service leadershipperformance measurementoperational support
Soft skills
communication skillstime managementprioritizationteam developmentcollaboration