Build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters.
Responsible for the entire support lifecycle—from initial troubleshooting to systemic problem identification, team building, and continuous improvement.
Hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale.
Work at the intersection of healthcare, technology, and operations—balancing urgent user needs with long-term strategic planning.

5+ years in customer support operations
Technical troubleshooting expertise
Healthcare or healthcare IT experience: Understanding of clinical workflows, EHR systems, and patient care environments
Metrics-driven approach: Experience defining, tracking, and improving support KPIs (MTTR, CSAT, NPS, ticket backlog, etc.)
Ticketing systems: Deep experience with Zendesk, ServiceNow, Jira Service Desk, or similar platforms
Data analysis: Proficient in Excel/Google Sheets; comfortable creating dashboards and analyzing trends
Technical acumen: Ability to communicate technical concepts clearly
Documentation tools: Experience building knowledge bases, troubleshooting guides, and self-service resources
Crisis management: Stays calm under pressure; makes sound decisions when stakes are high
Communication: Excellent written and verbal skills; can explain complex technical issues to non-technical audiences
Empathy: Deep appreciation for user frustration; committed to user success
Bias toward action: Moves quickly to solve problems while building sustainable solutions
Adaptability: Thrives in ambiguity; comfortable with rapid change and evolving priorities

Customer Support Lead

Key skills