Manager, Customer Support

About the role

Nestmed is actively looking for a Manager, Customer Support to join the team and own the integrity of the user experience for our clinical documentation platform. In this role, you will directly own the support strategy that keeps tens of thousands of clinicians operational across more than a million patient visits annually. You will serve as the operational leader for our Technical Customer Support Specialists, ensuring that complex technical issues are resolved efficiently and with empathy. This position requires you to balance hands-on technical troubleshooting with people leadership, setting the standard for quality and response in a high-stakes healthcare environment. You will translate real-world clinician pain points into actionable insights for Product and Engineering, acting as the central communication hub for enterprise clients. The success of this role is measured by your team's ability to resolve issues quickly while maintaining a high level of trust with clinicians who rely on the platform during patient care. You are expected to build durable processes and scalable playbooks that allow the support organization to grow without sacrificing quality or consistency.

Key facts

What you'll do

• Lead and manage a team of Technical Customer Support Specialists, providing coaching, feedback, and career development to drive high performance.
• Own the end-to-end support operations, including triage, escalation paths, and SLA standards that ensure reliable service during critical clinical workflows.
• Build and maintain detailed playbooks, response templates, and escalation procedures to standardize complex support scenarios.
• Monitor and report on team performance metrics such as response time, resolution rate, CSAT, and escalation volume to identify improvement areas.
• Act as the primary technical escalation resource, investigating difficult issues and working directly with engineering to define and track fixes.
• Translate user-reported problems into clear, actionable bug reports that enable efficient resolution by cross-functional teams.
• Partner with Product, Engineering, and Implementation teams to address systemic issues and influence product improvements based on support data.
• Oversee the onboarding and ramping of new support hires to ensure they are equipped to handle healthcare-specific scenarios from day one.
• Model empathetic, clear, and jargon-free communication with clinicians who are often managing time-sensitive patient responsibilities.
• Maintain proficiency with Zendesk or similar support platforms to manage queues, automate workflows, and maintain visibility into ticket health.
• Champion a clinician-centered mindset across the support team, ensuring that every interaction accounts for the stress and urgency of clinical environments.
• Drive continuous improvement by analyzing support trends and proposing solutions that reduce repeat issues and long-term workload.
• Represent Nestmed in conversations with enterprise home health agencies, ensuring consistent high-touch experiences for strategic partners.
• Support the growth of the support organization by collaborating with recruiting to define hiring needs and support interview processes.

Requirements

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS.
• Demonstrated people leadership track record through coaching Support Specialists, developing high-performers, and intentionally building team culture.
• Process orientation with direct experience building or overhauling support workflows, including triage, escalation, and documentation standards.
• Proven L2 technical capabilities, including diagnosing root causes, writing coherent bug reports, and confidently engaging with engineering teams.
• Familiarity with home health workflows, EHR/EMR systems, or clinical intake and charting environments is a strong plus.
• Strong communication skills that adapt to different audiences, being clear with internal teams, credible with engineering, and plain-spoken with clinicians.
• Proficiency with Zendesk or a comparable support platform, with experience managing the tool rather than learning it under pressure.
• Comfort working in a fast-paced, mission-critical environment where documentation accuracy directly impacts patient care.
• Understanding of the importance of SLAs and the ability to balance operational metrics with genuine human empathy.
• Willingness to own ambiguous problems and drive them to resolution without clear precedent or direct guidance.
• Commitment to maintaining professionalism and calm during high-pressure situations that involve clinical documentation failures.
• Alignment with a builder mindset, focusing on durable solutions that scale as the home health industry and customer base grow.
• Readiness to communicate bad news clearly and constructively to enterprise stakeholders while preserving trust.
• Dedication to learning and improving continuously in a domain where regulations, tools, and workflows evolve quickly.

Nice to have

• Clinical context such as direct experience in home health, hospice, or post-acute care settings.
• Experience implementing or customizing support platforms to meet specialized workflow needs.
• Background working with compliance or regulatory considerations in healthcare documentation.
• Familiarity with remote team management and asynchronous communication best practices.

Practical notes

This role is full-time and remote based in Canada. No additional travel, visa, or application details are provided in this description.