Customer Support Manager

Casechek is on a mission to innovate the implant supply chain and bring greater transparency to the cost of patient care. They are hiring their first Customer Support Manager to build and scale their Support function, managing a small team while establishing processes and performance standards to enhance customer experience.

Responsibilities:

• Establish and document scalable support processes, workflows, and SLAs
• Define support coverage model, ticket routing, and escalation paths
• Create and maintain a structured, usable knowledge base
• Identify gaps and implement systems that improve efficiency and consistency
• Define, track, and report on key support metrics including: First response time, Time to resolution, Ticket volume and trends, Escalation rates, Customer satisfaction (CSAT)
• Build dashboards and reporting to provide visibility to leadership
• Use data to identify trends, root causes, and opportunities for improvement
• Set team goals and hold the team accountable to performance standards
• Lead, coach, and develop a small team of Customer Support Technicians
• Set clear expectations and provide consistent feedback
• Drive accountability, ownership, and strong communication across the team
• Support hiring and scaling the team as the company grows
• Act as escalation point for complex or high-impact customer issues
• Ensure a consistently high-quality, empathetic, and professional support experience
• Partner with Customer Success to align on customer health and retention
• Partner with Product and Engineering to surface bugs and advocate for product improvements
• Identify recurring issues and drive upstream fixes, not just reactive support
• Collaborate with Implementation and Customer Success to improve the end-to-end customer journey

Requirements:

• 4+ years in customer support leadership, with experience owning processes or leading initiatives
• Experience building or improving support operations, not just working within them
• Strong analytical mindset with experience defining and using KPIs to drive performance
• Experience with support tools (Salesforce preferred, Talkdesk a plus)
• Excellent communication skills and ability to influence cross-functional partners
• Highly organized, accountable, and comfortable operating in ambiguity
• Experience in healthcare, supply chain, or healthcare SaaS
• Experience in a startup or scaling environment
• Prior people management experience or readiness to step into first formal leadership role