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:

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

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

• Familiarity with microservices architecture and B2B products
• Familiarity with ITSM approach
  
  

• Competitive salary
• Opportunity to work on a product with significant social impact
• Join a flagship product team experiencing rapid growth