Customer Support Program Manager

Customer Support Program Manager

• Location: Remote (U.S.-based, must accommodate VA healthcare operational hours)
• Reports to: Director of Customer Delivery
• Direct Reports: Customer Support Specialists
• Travel: Up to 20% (VA site visits, training events, quarterly team meetings)

About Knowtex

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.

We're in a critical growth phase: scaling from 7,500 to 80,000 users over the next 90 days, with plans to reach 150,000 users within 3 years. This is a high-impact, high-visibility role.

The Role

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.

This is a strategic leadership role with hands-on execution : 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).

What Success Looks Like

In 90 Days:

Support program infrastructure established to scale from 7,500 to 80,000 users without quality degradation

Core operational framework: ticketing workflows, metrics dashboards

Customer Support Specialists effectively managed with clear expectations, quality standards, and coaching framework

Technical issues resolved within established SLA’s

User satisfaction maintained at ≥85%

In 6 Months:

Support team fully trained and performing independently with clear role definitions

Self-service knowledge base reducing Tier 1 ticket volume by 30%

Proactive pattern analysis identifying systemic technical issues and driving product improvements

Support metrics integrated into quarterly RE-AIM evaluation framework

Quality assurance program operational with coaching, performance reviews, and continuous improvement

99.5%+ system uptime maintained through rapid technical issue detection and coordinated response

In 1 Year:

Support program scaled to 100,000+ users with sustained quality metrics

Multi-tiered support structure fully operational with documented career pathways

Support team recognized as technical product experts and trusted partners

Measurable impact demonstrated: improved resolution times, increased first-contact resolution, high CSAT scores

Support data analytics driving strategic insights for product roadmap and Engineering priorities

Scalable technical processes and documentation enabling continued growth to 150,000 users

Knowledge management system comprehensive and reducing support volume measurably

Key Responsibilities

1. Support Program Strategy & Operations (30%)

Design and lead support program infrastructure : Establish vision, strategy, and operational framework for technical support at scale; implement ticketing systems, escalation protocols, and SLA definitions

Build operational infrastructure : 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 metrics

Drive continuous improvement : Analyze support data to identify patterns, systemic issues, and opportunities for process optimization; implement data-driven solutions

Manage program budget and resources : Forecast support needs, manage vendor relationships, optimize resource allocation across growing user base

2. Technical Issue Resolution & Escalation Management (25%)

Oversee technical troubleshooting : Guide resolution of complex issues including authentication failures, EHR integrations (VistA/Cerner), SMART on FHIR API problems, recording quality, and system performance

Manage escalation to Engineering : Establish protocols for bug escalation, track critical product issues, coordinate cross-functional response to technical problems

Partner with Clinical Specialist : Escalate issues requiring clinical workflow expertise while owning technical aspects of resolution

Lead crisis response : Coordinate rapid response to system outages, critical bugs, and high-impact incidents affecting patient care delivery

Develop diagnostic frameworks : Create troubleshooting methodologies, decision trees, root cause analysis templates, and technical documentation

Monitor Support Specialist performance : Provide technical guidance on ticket handling, review escalation decisions, coach on complex troubleshooting

3. Support Team Management & Development (20%)

Directly manage Customer Support Specialist : Provide daily oversight, coaching, quality assurance, and performance management customer support specialist

Recruit and onboard talent : Hire additional support team members as program scales; develop comprehensive onboarding programs transferring product and VA system knowledge

Establish quality assurance program : Implement coaching frameworks, performance metrics, ticket review processes, and continuous feedback mechanisms

Develop support training curricula : Create role-specific training covering product expertise, VA workflows, technical troubleshooting, and customer engagement

Foster high-performance culture : Build resilient, empathetic, mission-driven team capable of sustained performance under pressure

Create career pathways : Mentor team members, establish professional development plans, facilitate knowledge sharing, and build institutional expertise

4. Knowledge Management & Self-Service (10%)

Build and maintain knowledge base : Develop comprehensive self-service resources reducing support ticket volume and enabling user independence

Create troubleshooting guides : Document common issues, FAQs, diagnostic procedures, and resolution workflows

Document support patterns : Analyze and categorize recurring issues to inform knowledge base priorities and product improvements

Partner with Clinical Specialist : Ensure knowledge base accurately reflects clinical workflows while focusing on technical troubleshooting

Enable Site POCs and Champions : Provide support resources and documentation that empower on-site advocates

5. Customer Success & Retention (10%)

Monitor customer health indicators : Track utilization trends, CSAT/NPS scores, support ticket patterns, and escalation frequency to identify at-risk users

Coordinate retention interventions : Identify users struggling with technical issues and coordinate appropriate support responses

Partner with Implementation Manager : Share site-level support trends and customer health data to inform retention strategies

Analyze support trends : Track and synthesize support data to inform Engineering priorities and product improvements

Contribute to RE-AIM evaluati