Lead a team of Support Specialists and Support Engineers, owning hiring, coaching, performance, SLA delivery, case quality, triage, escalations, and support operations. Build dashboards, monitor KPIs, analyze case trends, improve workflows, maintain documentation, and implement automation and AI-assisted support processes. Partner with Product, Engineering, and Customer Operations to convert support insights into product improvements and reduce case volume.

The Customer Experience Specialist will enhance physician and patient experiences by leveraging AI-driven solutions, synthesizing insights, and improving customer trust through effective communication and problem-solving.

Serve as a technical, customer-facing support engineer who diagnoses root causes, configures and improves AI-driven workflows, builds lightweight automations and scripts (SQL/Python/JS), synthesizes patterns for Product and Engineering, mentors teammates, and drives measurable reductions in case volume and improvements in customer experience.