The company leverages advanced automation and intelligent technology to help healthcare enterprises streamline operations, enhance patient access, and improve overall efficiency.

It is recognized as a trusted technology partner for top US-based healthcare organizations, known for innovation in automation, analytics, and workflow optimization.

Key Requirements :

- Experience: 13+ years in Product Support (L1 & L2), including a minimum of 3 years in a leadership capacity.

Core Competencies :

- Proven expertise in managing multiple customers, products, and support teams simultaneously.

- Deep understanding of enterprise B2B SaaS support environments with a focus on customer experience, process maturity, and operational excellence.

- Strong problem-solving, analytical, and decision-making skills with a customer-first mindset.

- Exceptional communication and stakeholder management abilities.

- Demonstrated success in scaling support operations, optimizing workflows, and driving continuous improvement.

Role Responsibilities :

- Develop and execute a comprehensive support strategy aligned with organizational objectives and customer satisfaction goals.

- Lead and mentor L1 and L2 support teams, ensuring high performance, productivity, and service consistency.

- Partner cross-functionally with Product, Engineering, and Customer Success to ensure seamless communication and issue resolution.

- Establish and monitor support KPIs (CSAT, FCR, SLA adherence, ticket reduction, etc.) to track performance and identify areas for improvement.

- Drive process standardization and build a scalable support framework, leveraging tools like Salesforce, Zendesk, or Intercom.

- Collaborate with product teams to channel customer feedback into meaningful product enhancements.

- Handle critical incident management (P1P4), oversee RCA documentation, and ensure transparent stakeholder communication.

- Manage support budgets, workforce planning, and operational efficiency to meet both business and customer needs.

- Foster a customer-centric and collaborative culture, encouraging ownership, innovation, and continuous learning across the team.

Ideal Candidate Profile :

- 13-18 years overall experience in technical and product support across global SaaS environments.

- Hands-on exposure to incident classification (P1P4), SLA management, and escalation governance.

- Experience transforming support operations from reactive to structured models (startup or scale-up experience is a plus).

- Demonstrated success in reducing escalation rates, improving CSAT (9698%), and increasing FCR (by 40%).

- Proven ability to manage large distributed teams (3040+ globally) with a blend of L1/L2 resources.

- Proficiency in Salesforce Service Cloud, Zendesk, Intercom, JIRA, Confluence, and CRM/chatbot integrations.

- Comfortable with US time zone interactions, hybrid work culture, and extended-hour operations when required.

What Success Looks Like in This Role :

- Support operations that deliver exceptional customer satisfaction and operational efficiency.

- Reduction in average resolution time and improved SLA compliance.

- High team engagement and productivity through coaching, empowerment, and collaboration.

- Strong strategic alignment between Support, Product, and Customer Success functions.