Lead a team responsible for delivering high-quality technical and application support to clients
Accountable for team performance, operational execution, escalation management, and client support outcomes
Provide day-to-day leadership to ensure support processes are executed consistently and service commitments are met
Partner cross-functionally with Product, Engineering, Platform, Client Success, and other internal teams
Develop team capability and maintain operational discipline
Monitor service performance and drive continuous improvement across support operations
Manage day-to-day support operations for assigned products
Own operational performance to ensure service levels and resolution standards are met
Utilize AI-driven analytics to identify systemic risks and performance trends
Drive root cause analysis and corrective action planning to improve processes

Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field
6+ years of experience in technical support, application support, client services, or related operational support roles
2+ years of people leadership experience with responsibility for coaching, performance management, and team development
Experience managing escalated client issues in a client-facing support environment
Experience using operational metrics and service data to monitor team performance and drive improvements
Experience working cross-functionally with product, engineering, or service teams to resolve complex client issues
Experience supporting enterprise software, SaaS platforms, or healthcare technology solutions preferred.
ITIL or other service management certification preferred
Knowledge of client support operations and service delivery practices
Technical and application support models in enterprise software or healthcare technology environments

Manager, Client Support Operations – Clinicals

Key skills