Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform.
Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.
We're looking for a Manager, Customer Support to lead a high-performing team of Support Specialists and Support Engineers.
This isn't traditional support management—you'll treat support as a product, using data to diagnose friction, design experiments to improve resolution speed and quality, and continuously optimize the system that delivers customer outcomes.
You'll be the operational leader for Elation's support experience, owning team performance, development, and the daily execution of SLA commitments.
You'll partner closely with Engineering, Product, and Customer Operations to translate support insights into product improvements, and build the analytics infrastructure that makes support performance transparent and actionable.
If you think like a Product Manager, love operations, and want to build a technically oriented team that drives real impact, this is the role for you.
What You'll Do Lead a High-Performing Team Manage approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, development, performance management, and retention Conduct weekly 1:1s focused on skill development, case quality review, and career growth Coach your team to critically evaluate AI-generated recommendations and deliver exceptional customer outcomes—quality over speed Hold your team accountable to SLA commitments, including time-to-resolution, backlog targets, and customer satisfaction scores Own Support Operations & Processes Manage the daily execution of case triage, routing, and escalation workflows to ensure efficient resolution Monitor case queue health in real time and identify bottlenecks or quality issues before they impact customers Design and run experiments to improve.