Lead Support Analyst, Customer Success Operations

SmarterDx

Lead Support Analyst overseeing Client Support operations for healthcare technology company. Ensuring high-quality service and operational efficiency in a remote U.S.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $100,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Client Support operations, including queue management, quality assurance, and coaching. Proficient in Zendesk administration and capable of handling complex client issues independently while driving process improvements.

Highest-signal resume keywords

Client Support Operations ManagementQuality Assurance ProgramsCoaching And MentoringZendesk AdministrationComplex Issue Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceTicket ManagementProcess ImprovementCoachingTrainingDocumentationOnboarding ProgramsOperational EscalationTrend AnalysisPerformance Monitoring

Soft Skills

Excellent CommunicationOrganizational SkillsTime ManagementCalm Under PressureProblem-Solving

Tools & Technologies

ZendeskJiraOmnichannel RoutingSmarterDx Applications

Industry Keywords

Healthcare TechnologySaaSClient SupportSupport Operations

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.