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Senior Support Manager
Location: Remote (US-Based) | Type: Full-Time | Reports To: VP of Customer Success
About C8 Health
C8 Health is a fast-growing healthcare technology company transforming how hospitals manage and share knowledge. Our mission is to help hospitals implement their best practices effectively and provide consistent, high-quality care through intuitive, intelligent solutions that integrate seamlessly into clinical environments.
About the Role
We are looking for a Senior Support Manager to take ownership of our support function at C8 Health. You will be responsible for the client relationships, the operational model, and the overall quality of support we deliver to the hospital systems we serve.
This is a hands-on leadership role. You will personally handle complex, escalated, and high-priority tickets on a daily basis while also owning the systems, vendor relationships, and processes that allow the function to scale reliably. We are looking for someone who has done this before — who has configured support tooling and built 24/7 coverage models using outsourced partners.
This role requires staying close to frontline support. The right candidate is equally comfortable leading the function and working the queue, and sees both as core parts of the job.
What You’ll Do
Own & Lead Support
- Take ownership of the support function — the processes, the vendor relationships, and the client experience — and be responsible for how it performs.
- Set priorities, ticket ownership norms, and coverage schedules that ensure consistent business-day coverage and no client is left without a timely response.
Work the Queue
- Handle a meaningful portion of incoming support tickets daily, with a focus on complex escalations, technical issues, and high-priority hospital accounts.
- Triage and route tickets effectively, working closely with engineering and product to resolve bugs, identify patterns, and close the loop with clients.
- Serve as an internal advocate for the customer, translating queue trends into clear, actionable feedback for the broader team.
Build the 24/7 Coverage Model
- Design and manage the outsourced coverage layer that extends support to nights, weekends, and holidays — including identifying partners, negotiating agreements, and managing performance against SLA commitments.
- Define escalation protocols and quality review processes that ensure external agents meet the standard our clinical clients expect.
- Maintain accountability for Gold-tier SLA performance — understanding what is working, identifying gaps, and driving improvements proactively.
Own the Operational Infrastructure
- Configure and optimize support tooling (JIRA, HubSpot, or equivalent), including workflows, automations, routing logic, and reporting.
- Own the escalation framework and on-call protocols that ensure issues reach the right person at the right time.
- Evaluate and implement AI-assisted tooling where appropriate — including ticket deflection, smart routing, or drafting assistance — to extend team capacity without compromising quality.
What We’re Looking For
- 5+ years in customer or technical support at a B2B SaaS company, with direct experience supporting hospitals, health systems, or clinical users.
- Demonstrated experience building support operations infrastructure, including tooling configurations, escalation frameworks, vendor relationships, and coverage models.
- Hands-on experience sourcing and managing outsourced support vendors or BPO relationships for after-hours or 24/7 coverage.
- Technical proficiency with support tooling such as Zendesk, Intercom, Freshdesk, HubSpot, or JIRA, with the ability to configure and optimize — not just use.
- Strong bug triage skills, including the ability to isolate issues, document clear reproduction steps, and collaborate effectively with engineers.
- Previous experience at an early stage startup.
- Excellent written and verbal communication skills, with the ability to engage clinical audiences clearly and with appropriate empathy.
- Self-directed and organized, with a consistent track record of building processes that operate reliably over time.
Nice to Have
- Familiarity with HIPAA-compliant support workflows and data handling practices.
- Experience with AI-assisted support tooling, including deflection bots, LLM-aided ticket drafting, or intelligent routing.
- Background at a health IT company such as EMR/EHR, clinical decision support, or hospital operations software.
Why Join C8 Health
- Help shape the future of hospital operations and patient care.
- Be part of a mission-driven, venture-backed startup with high-impact customers.
- Clear ownership of a critical function, with the autonomy to build and improve it over time.
- A collaborative team environment and leadership that is invested in your growth as the company scales.
- Competitive salary and equity package, plus healthcare benefits.
