Remote Customer Support Program Manager
Customer Support Program ManagerLocation: Remote (U.based, must accommodate VA healthcare operational hours)Reports to: Director of Customer DeliveryCustomer Support SpecialistsTravel: Up to 20% (VA site visits, training events, quarterly team meetings)Knowtex is transforming healthcare documentation through ambient AI scribing technology. This position sits across both commercial and federal deployments and we're scaling quickly. We're partnering with the Department of Veterans Affairs to deploy our solution across the VA healthcare system, helping clinicians reduce documentation burden, reclaim time for patient care, and combat burnout.As Customer Support Program Manager , you will design, build, and lead the support program that ensures clinicians can effectively use Knowtex to document patient encounters. You'll own the complete support infrastructure—from ticketing systems and escalation protocols to team management and technical troubleshooting—establishing the operational foundation that enables our rapid growth while maintaining exceptional service quality.You'll manage support operations end-to-end while building the systems, processes, and team to scale from thousands to tens of thousands of users. You'll serve as the bridge between clinicians, product engineering, and cross-functional delivery teams—translating technical issues into solutions, managing escalations, and ensuring seamless support delivery across a rapidly expanding user base.Key Distinction: This role focuses exclusively on support program infrastructure, technical issue resolution, and team management. You'll partner closely with the Implementation Manager (who owns site deployments and go-live project management) and the Clinical Specialists (who addresses clinical workflow optimization and quality concerns requiring clinical expertise).Support program infrastructure established to scale from 7,500 to 80,000 users without quality degradationCustomer Support Specialists effectively managed with clear expectations, quality standards, and coaching frameworkSupport team fully trained and performing independently with clear role definitions~ Self-service knowledge base reducing Tier 1 ticket volume by 30%~ Support metrics integrated into quarterly RE-AIM evaluation framework~ Quality assurance program operational with coaching, performance reviews, and continuous improvement~Support program scaled to 100,000+ users with sustained quality metricsMulti-tiered support structure fully operational with documented career pathwaysSupport team recognized as technical product experts and trusted partnersSupport data analytics driving strategic insights for product roadmap and Engineering prioritiesKnowledge management system comprehensive and reducing support volume measurablySupport Program Strategy & Operations (30%)Design and lead support program infrastructure : Establish vision, strategy, and operational framework for technical support at scale; Deploy and manage support tools (ticketing platform, knowledge base, analytics dashboards, reporting frameworks)Define and monitor KPIs : Track response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends, escalation rates, and support efficiency metricsDrive continuous improvement : Analyze support data to identify patterns, systemic issues, and opportunities for process optimization; implement data-driven solutionsManage program budget and resources : Forecast support needs, manage vendor relationships, optimize resource allocation across growing user baseTechnical Issue Resolution & Escalation Management (25%)Guide resolution of complex issues including authentication failures, EHR integrations (VistA/Cerner), SMART on FHIR API problems, recording quality, and system performanceManage escalation to Engineering : Create troubleshooting methodologies, decision trees, root cause analysis templates, and technical documentationMonitor Support Specialist performance : Support Team Management & Development (20%)Directly manage Customer Support Specialist : Provide daily oversight, coaching, quality assurance, and performance management customer support specialistHire additional support team members as program scales; Establish quality assurance program : Implement coaching frameworks, performance metrics, ticket review processes, and continuous feedback mechanismsDevelop support training curricula : Create role-specific training covering product expertise, VA workflows, technical troubleshooting, and customer engagementFoster high-performance culture : Build resilient, empathetic, mission-driven team capable of sustained performance under pressureKnowledge Management & Self-Service (10%)Develop comprehensive self-service resources reducing support ticket volume and enabling user independenceDocument common issues, FAQs, diagnostic procedures, and resolution workflowsDocument support patterns : Enable Site POCs and Champions : Provide support resources and documentation that empower on-site advocatesCustomer Success & Retention (10%)Monitor customer health indicators : Track utilization trends, CSAT/NPS scores, support ticket patterns, and escalation frequency to identify at-risk usersIdentify users struggling with technical issues and coordinate appropriate support responsesPartner with Implementation Manager : Share site-level support trends and customer health data to inform retention strategiesAnalyze support trends : Track and synthesize support data to inform Engineering priorities and product improvementsProvide support metrics and insights for quarterly program effectiveness assessmentsDocument product issues, prioritize bug reports, and communicate technical requirements based on support dataCoordinate with Implementation Manager : Align on go-live support coverage, share site-level support trends, ensure smooth handoffs from deployment to supportPartner with Clinical Specialist : Escalate clinical workflow and quality issues while maintaining ownership of technical resolutionReport to Director : Provide weekly updates on support metrics, escalations, team performance, and strategic recommendationsCustomer Support Specialists : Daily oversight, coaching, quality assurance; manage workload distribution, escalations, and professional developmentImplementation Manager : Coordinate go-live support coverage, share site-level support trends, align on customer health indicators and retention strategiesClinical Implementation Specialist : Escalate clinical workflow issues, partner on quality concerns identified through tickets, align on user satisfaction improvement initiativesEngineering Team : Regular coordination on bug escalation, product issues, technical roadmap priorities informed by support dataDirector of Customer Delivery : Weekly 1:1s on program strategy, resource needs, team performance, and cross-functional alignment5+ years in support operations, program management, or technical operations with demonstrated success building, scaling, or optimizing customer support programs~ Experience directly managing support teams or building support organizations; proven ability to coach, develop, and drive performance~ Technical support expertise : Strong track record managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments~ Support program design : Experience establishing support infrastructure including ticketing systems, knowledge bases, SLA frameworks, and quality assurance programsSupport systems expertise : Proficiency with ticketing platforms (Pylon, Zendesk, ServiceNow, Jira Service Desk) or demonstrated ability to evaluate, select, and implement support technologiesData analysis and reporting : Proficient with Excel/Google Sheets, data visualization tools; Process design and optimization : Strong capability to design scalable processes, create SOPs, develop training materials, and establish quality frameworksProgram management proficiency : Experience with project management tools (Jira, Monday.com , Microsoft Project); ability to manage multiple concurrent initiatives with competing prioritiesBalances immediate operational needs with long-term program sustainability and scalabilityStakeholder management : Exceptional ability to build relationships, influence without authority, navigate complex organizations, and manage competing prioritiesMoves decisively to solve problems while building systematic, sustainable solutionsBonus QualificationsDirect experience working within or supporting VA medical centers, VISNs, or VA central office; understanding of VA organizational structure and cultural dynamics (highly valued)Healthcare technology or healthcare operations experience : Deep understanding of clinical workflows, EHR systems, healthcare compliance, and patient care delivery environmentsEnterprise healthcare software : Background supporting EHR systems, clinical documentation tools, or healthcare SaaS platforms in large, complex organizationsTelehealth or virtual care programs : Experience managing support for remote care delivery platforms or digital health solutionsITIL Service Management, HDI Support Center certification, Project Management Professional (PMP), or similar credentials demonstrating professional developmentAgile/Scrum methodologies : Experience with Agile delivery frameworks, sprint planning, and iterative program developmentRegulatory compliance knowledge : Familiarity with healthcare compliance frameworks, audit programs, or quality assurance processesYou'll directly enable clinicians caring for America's Veterans. Every system you build, every process you optimize, every team member you develop contributes to better Veteran healthcare outcomes and clinician well-being. This isn't abstract—your work has immediate, measurable impact on those who served.You're not inheriting legacy systems or broken processes—you're building the support program from scratch. You'll have genuine autonomy to implement industry best practices, select appropriate tools, design scalable processes, and establish the program culture from day one.This isn't just ticket management. You'll analyze support data to identify product issues, influence Engineering priorities, contribute to RE-AIM evaluations, and shape business strategy. Direct Management OpportunityYou'll immediately inherit management responsibility for the Customer Support Technician and build a high-performing team as the program scales. This provides both immediate leadership impact and the opportunity to shape team culture, develop talent, and establish career pathways.VA Partnership OpportunityYou'll navigate complex requirements while partnering with mission-driven professionals committed to Veteran care. Our Commitment to Diversity & InclusionWe strongly encourage applications from individuals with lived experience in military or VA healthcare settings, including Veterans, military family members, and VA employees or contractors. We're committed to building a team that reflects the diversity of the Veterans we serve.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Your experience building or managing technical support programs in healthcare technology or similar environments# Your approach to scaling support operations while maintaining quality and team performance# Why you're passionate about supporting VA clinicians and VeteransWe're looking for a technical support leader who can start immediately and is excited to build something meaningful from day one.