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Customer Support Manager



Customer Service
United States
Posted on Tuesday, April 23, 2024

About NexHealth

Our healthcare system is frustratingly analog. When you live in a world of one-tap car rides, meal delivery, and unlimited streaming, why do you have to call to schedule an appointment with a doctor and are still handed a clipboard to fill in a form? NexHealth’s mission is to accelerate innovation in healthcare. We’re doing this by connecting patients, doctors, and developers. We’re the first to fully automate the integration with health record systems, paving the way for a new generation of disruptive health-tech companies

Here's some of what we've accomplished:

  1. $125M Series C at $1B valuation
  2. Manage more than 100 million patient records
  3. 80%+ annual revenue growth
  4. Top 10% of Inc. 5000 (2022)
  5. Customers in all 50 states, Canada, Puerto Rico, and more

Technical Support at NexHealth

It’s a very exciting time to be on the technical support team at NexHealth, where we pride ourselves in delivering world-class support to our customers. Our company is evolving at a lightning-fast pace and the support team lies at the heart of the business interfacing with every cross-functional team. As the technical support lead of this team, your role will encompass being the liaison to remove blockers for our customers, to drive efficiency within the team, and be unafraid to tackle complex problems.

What You’ll Do:

  • Lead and develop a team of technical support engineers, including task planning, technical leadership and career development of your reports
  • Build and maintain team to take a continuous improvement approach to day-to-day activities and support operations
  • Partnering with leadership team to continually iterate on team process, function, communication, collaboration, and quality
  • Make real-time decisions on triaging support demand and managing incident related customer communication in addition to leading customer-facing portion of incident post-mortems with engineering
  • Act as a communication hub between the internal engineering team and the customer facing leadership team to identify needs which are not being addressed

What You’ll Bring:

  • Bachelor's Degree in a STEM field
  • 2+ years experience in B2B SaaS support
  • 3+ years of management experience and working with cross-functional technical and non-technical stakeholders
  • Familiarity in at least one programming or scripting language, such as Python

NexHealth Values

  • Solve the customer’s problems, not yours
    When making decisions, think from the perspective of the customer. It’s easy to make decisions that make our lives simpler, but not the customers.
  • Do the things others are not willing to do
    As a Nexer, always go after the hardest problems. Pursue things at the highest quality. Move at the fastest pace.
  • Take ownership
    Act like a founder. Own your roles, destinies, mistakes, behavior, and our mission. The buck stops with each of us - no blaming or excuses.
  • Say what’s on your mind, with positive intent
    Be direct, proactive, transparent, and frequent in your communication.
  • Default trust
    As a Nexer, you do not have to earn trust, trust is given to you by default. If we by default trust each other, our speed of communication, feedback, information sharing, and overall improvements will be a lot faster.
  • Think in first principles
    We first identify the problem and then break it down to its fundamentals before diving into solutions. We constantly ask “why” to validate our assumptions.

Here’s a glimpse into our interview process:

  • You’ll talk with a NexHeath Recruiter
  • You’ll talk with the Hiring Manager on a video call
  • You’ll talk with Team Members on a video call
  • You’ll do a Panel Presentation or Working Session with a small panel


  • Competitive salary plus equity
  • Commuter benefits
  • 401K
  • Full Medical, Dental and Vision
  • Unlimited PTO

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, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at