Technical Support Lead
Skills
Software As A ServiceBlueprintContextLeadershipLoomNotion Productivity SoftwareSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years of professional experience in customer support operations or a similar role
- Demonstrated success supporting a complex product for diverse stakeholders
- Track record of reliability and ownership
- Exceptional written communication skills
- Ability to stay calm and organised under pressure
- Comfortable working directly with customers and resolving issues in support tools
- Ability to create clear detailed bug reports and reproduction steps for engineers
- Mission aligned and passionate about improving healthcare and creating real-world impact
Nice to have
- Customer-first mindset
- Relentless problem solver
- Operational precision
- Strategic thinking
- Calm under pressure
- Cross-functional collaborator
- Startup experience
- Healthcare interest
- SaaS familiarity
- Automation mindset
Day to day
- Own and co-lead the support desk across chat email and video calls to deliver fast empathetic resolutions
- Design automations workflows SOPs and playbooks that improve routing triage follow-up and scaling of support
- Build high-quality documentation knowledge base content and customer-facing help articles while feeding insights back to product and revenue teams