Support Manager

Support Manager

SmarterDx is seeking a servant leader with a proven track record of leading technical support functions to serve as the Manager of Customer Support. In this role, you will optimize how SmarterDx manages our clients' support needs.

Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems. Streamlining their work is an essential component of what we do at SmarterDx, and in this role, you will lead our Support function by managing a team of Support Analysts, leveraging new tooling to augment existing triaging processes, and ensuring our cross-functional teams are meeting our customers' needs based on input from our Customer Success Managers and our shared goal of delighting our customers.

You will partner with leads across our Product Management, Customer Success, Implementation, Clinical, and Engineering functions to ensure alignment on prioritization and urgency of customer requests and advocate for the resolution of issues that impact the customer experience.

SmarterDx builds clinical AI that empowers hospitals to achieve 100% chart accuracy for revenue integrity. Our solution helps hospitals tell the most accurate and complete story of the patient and the care that was delivered, which helps them recover millions in earned revenue and improve quality of care scores. Become a Smartian and help optimize the way the healthcare system works for everyone.

This role is fully remote within the US.

What You'll Do

• Lead, hire, and develop a team of support analysts who care deeply about the customer experience and are responsive to rapid feedback and coaching
• Develops an advanced understanding of all SmarterDx applications, using this knowledge to guide support strategies and augment how Support Analysts leverage our tech stack to optimize the customer experience
• Create and implement strategies that allow the Support team to stay up-to-date on functionality of new and existing product offerings, with a bias towards leveraging technology on repetitive, labor-intensive tasks and leveraging specialized teams to solve more nuanced and complex issues
• Collaborate with cross-functional teams, including Product Management, Customer Success, Implementation, Clinical, and Engineering to ensure alignment and close coordination and progress towards shared company goals

What You Bring

Creating Key Performance Indicators (KPIs) and measuring team performance against published metrics

Nice To Haves

Compensation

$120,000 - $140,000 salary + benefits, 100% US-based remote

One Medical Membership Free membership included if you enroll in a SmarterDx medical plan.

Paid Parental Leave Up to 12 weeks of paid leave for birth or adoption.

Remote-First Team Work from anywhere in the U.S. with a $400 home office reimbursement stipend.

Unlimited PTO & 10 Holidays 4 of which include floating holidays so you can recognize the days that matter most to you.

Learning & Development Budget $500 per year (prorated) for courses, books, and resources to expand your skills.

401(k) with Traditional & Roth Options Tax-advantaged retirement savings through Empower.

Minimal Bureaucracy A fast-moving, high-impact environment where you can focus on what matters.

Incredible Teammates! Work alongside smart, supportive, and mission-driven colleagues.