QA & Support Team Lead

We are looking for an experienced and driven QA & Support Team Lead to join our growing team. In this dual-focused role, you will be responsible for leading and mentoring a small, cross-functional team that handles both software quality assurance and customer technical support. You will play a critical part in ensuring our platform meets the highest standards of reliability and that our clients — clinicians and healthcare providers — receive exceptional, timely support.

• Lead and manage end-to-end QA processes for new features, releases, and platform updates
• Design, write, and execute test plans, test cases, and regression suites
• Champion quality standards across the development lifecycle, collaborating closely with Product and R&D
• Identify, document, and track bugs through to resolution; prioritize issues by severity and business impact
• Drive continuous improvement of testing methodologies, tools, and automation coverage

Support Team Management

• Lead and mentor a small support team, setting clear goals, processes, and KPIs
• Oversee day-to-day support operations, ensuring timely and high-quality responses to client inquiries
• Serve as an escalation point for complex technical issues, working cross-functionally to resolve them
• Build feedback loops between the support team and QA/Product to surface recurring issues and drive proactive fixes
• Develop and maintain internal knowledge base resources to improve team efficiency and customer self-service

Leadership & Cross-Functional Collaboration

• Foster a culture of ownership, accountability, and continuous learning within the team
• Partner with Product, R&D, and Customer Success to align on priorities and ensure a smooth release process
• Report on team performance, quality metrics, and support KPIs to leadership

Must-to-Have

• 10+ years of hands-on experience in software QA/testing, with a strong background in startup environments
• 4+ years of experience managing a small team (QA, support, or a combination of both)
• Proven ability to lead a team that spans both testing and customer-facing support functions
• Strong analytical and troubleshooting skills with excellent attention to detail
• Experience working in fast-paced, Agile environments
• Excellent written and verbal communication skills in English

Nice-to-Have

• Experience in healthtech, medtech, or regulated software environments
• Familiarity with test automation frameworks (e.g., Selenium, Cypress, Appium)
• Experience with support platforms such as Zendesk, Jira Service Management, or similar
• Familiarity with mobile application testing (iOS/Android)