Manager of Customer Support

SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com / careers.

Role

SmarterDx is seeking a servant leader with a proven track record of leading technical support functions to serve as the Manager of Customer Support. In this role, you will optimize how SmarterDx manages our clients’ support needs.

Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems. Streamlining their work is an essential component of what we do at SmarterDx, and in this role, you will lead our Support function by managing a team of Support Analysts, leveraging new tooling to augment existing triaging processes, and ensuring our cross-functional teams are meeting our customers’ needs based on input from our Customer Success Managers and our shared goal of delighting our customers.

You will partner with leads across our Product Management, Customer Success, Implementation, Clinical, and Engineering functions to ensure alignment on prioritization and urgency of customer requests and advocate for the resolution of issues that impact the customer experience.

This role is fully remote within the US.

What You\'ll Do

• 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

What You Bring

Creating Key Performance Indicators (KPIs) and measuring team performance against published metrics

Nice To Haves

Compensation

$120,000 - $140,000 salary + equity incentives

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