Tech Support Team Lead

The team of experts providing analytical services to healthcare clients is looking for a great, long-term Support Team Lead - Health-Tech. You will architect and cultivate a world-class support experience for doctors using a flagship Chrome plugin, directly influencing product strategy and user success. You will join an international team of first-class professionals who are passionate about creating products that improve the quality of medical services. The company offers exposure to a variety of industries and technologies, room to grow as a professional, time in projects to learn new skills, and an opportunity to work with phenomenal coworkers, some of the best people on the planet.

As a support team lead you will:

1. Build and manage a technical support team to assist doctors with our plugin via various channels (on-site support window, Zendesk, etc.)
2. Provide service level management procedures
3. Create and manage ticket flow, document common issues for product improvement
4. Analyze user feedback for plugin enhancements and new feature development with the product team
5. Create and update product FAQs/Guides for end users
6. Become an EMR/EHR liaison: stay informed on technical nuances and updates of assigned EMR/EHR systems and communicate changes to the team
7. Develop onboarding programs and demo videos for each new significant feature that our product has implemented
8. Collaborate with the development team to improve plugin functionality for specific EMR systems

Requirements:

1. English proficiency at native or C1+ level
2. Ability to work in US time zone (US, Canada, Mexico, or Latin America)
3. 3+ years in tech support, with at least 1 year in a leadership role
4. Experience with Chrome plugins or willingness to learn
5. Familiarity with B2B products is a plus
6. Proficiency in Zendesk
7. Management skills and the ability to build processes, understanding how to manage them and how to collect feedback from business customers
8. Ability to thrive in a fast-paced environment and make quick decisions

As a plus:

1. Familiarity with microservices architecture and B2B products
2. Familiarity with ITSM approach

Benefits:

1. Competitive salary
2. Opportunity to work on a product with significant social impact
3. Join a flagship product team experiencing rapid growth

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