Technical Customer Support Manager

🔍 What we're looking for: Humata Health Inc. is seeking a Technical Support Manager to lead and scale our support team. This role will oversee ticketing systems, escalation pathways, and SLAs, while driving an AI-driven support strategy to improve efficiency and customer experience. The ideal candidate has a proven track record managing support teams in complex, high-growth environments—preferably in health tech—along with strong leadership, collaboration, and data-driven problem-solving skills.

📍Location: Hybrid - Orlando, Florida, US or Remote, US

✅ Responsibilities

• Lead and scale support team to deliver world-class technical support.

• Comfortable evaluating current ticketing system and deploying new technology, if appropriate, to meet Humata’s goals and objectives

• Oversee ticket system (P1, P2, P3, P4 - by severity) and ensure correct and timely response by team of support analysts per SLA

• Architect and refine escalation pathways and SOPs to ensure fast, consistent resolution across all support tiers.

• Build and maintain dashboards for including, but not limited to: real-time tracking of ticket volumes, ticket success rate, analyst performance

• Collaborate closely with Product, IT, and Engineering teams to align on support tooling, product feedback loops, and issue triage.

• Own and evolve an AI-driven support strategy (e.g., chatbots, intelligent routing, predictive deflection tools) to reduce manual effort and ticket volume.

• Act as the final point of escalation for critical and complex client issues, ensuring resolution and stakeholder confidence.

• Identify customer pain points (through support ticket analysis) and translate them into actionable insights for product and process improvements.

• Held accountable to support related SLAs for each Humata customer

• Champion a data-driven, customer-first culture that emphasizes accountability, continuous learning, and collaboration.

• Manage team of Support Analysts

🛠 Role Requirements

• Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience.

• Five years of experience in technical support, with ongoing expanded leadership responsibilities, and/or management of support analysts

• Proven track record of leading support teams in high-growth or complex environments (health tech, preferred)

• Excellent communication and cross-functional collaboration skills.

• Demonstrated success in deploying support automation and AI tools to improve operational efficiency.

• Ability to balance strategic thinking with a hands-on approach.
  

⭐Preferred Experience & Skills:

• Experience supporting B2B SaaS products in the healthcare or regulated industry.

• Familiarity with compliance standards such as HIPAA, SOC 2, or HITRUST

• Knowledge of ITIL, Six Sigma, or similar service frameworks.

🚀 Why Join Humata Health?

• Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes

• Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL

• Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles

• Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match

• Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development

• Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued

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Pay Transparency

Humata Health will provide pay transparency information upon application to those in qualifying jurisdictions.

Our salary ranges are based on competitive pay for our company’s size and industry. They are one part of the total compensation package that may also include equity, variable compensation, and benefits.  Individual pay decisions are ultimately based on several factors, including qualifications, experience level, skillset, geography, and balancing internal equity.

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Humata Health is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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Join us in our mission to transform healthcare while building a life that works in harmony both in and outside the office.