Knowtex · 14 hours ago
Customer Support Program Manager
United States
Full-time
Remote
Senior Level
5+ years expKnowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. In this role, you will design, build, and lead the support program that ensures VA clinicians can effectively use Knowtex to document patient encounters, managing support operations and establishing the operational foundation for rapid growth.
Medical DeviceHealthcareSoftwareHospitalB2BElectronic Health Record (EHR)Health CareMedical
Responsibilities
Design and lead support program infrastructure: Establish vision, strategy, and operational framework for technical support at scale; implement ticketing systems, escalation protocols, and SLA definitions
Build operational infrastructure: Deploy and manage support tools (ticketing platform, knowledge base, analytics dashboards, reporting frameworks)
Define and monitor KPIs: Track response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends, escalation rates, and support efficiency metrics
Establish multi-tiered support model: Design L1 (frontline), L2 (technical escalation), and L3 (subject matter expert) structure with clear escalation criteria and role definitions
Drive continuous improvement: Analyze support data to identify patterns, systemic issues, and opportunities for process optimization; implement data-driven solutions
Manage program budget and resources: Forecast support needs, manage vendor relationships, optimize resource allocation across growing user base
Oversee technical troubleshooting: Guide resolution of complex issues including authentication failures, EHR integrations (VistA/Cerner), SMART on FHIR API problems, recording quality, and system performance
Manage escalation to Engineering: Establish protocols for bug escalation, track critical product issues, coordinate cross-functional response to technical problems
Partner with Clinical Specialist: Escalate issues requiring clinical workflow expertise while owning technical aspects of resolution
Lead crisis response: Coordinate rapid response to system outages, critical bugs, and high-impact incidents affecting patient care delivery
Create troubleshooting methodologies, decision trees, root cause analysis templates, and technical documentation
Monitor Support Technician performance: Provide technical guidance on ticket handling, review escalation decisions, coach on complex troubleshooting
Directly manage Customer Support Technician: Provide daily oversight, coaching, quality assurance, and performance management for Vincent Sotelo
Recruit and onboard talent: Hire additional support team members as program scales; develop comprehensive onboarding programs transferring product and VA system knowledge
Establish quality assurance program: Implement coaching frameworks, performance metrics, ticket review processes, and continuous feedback mechanisms
Develop support training curricula: Create role-specific training covering product expertise, VA workflows, technical troubleshooting, and customer engagement
Build and maintain knowledge base: Develop comprehensive self-service resources reducing support ticket volume and enabling user independence
Create troubleshooting guides: Document common issues, FAQs, diagnostic procedures, and resolution workflows
Document support patterns: Analyze and categorize recurring issues to inform knowledge base priorities and product improvements
Monitor customer health indicators: Track utilization trends, CSAT/NPS scores, support ticket patterns, and escalation frequency to identify at-risk users
Coordinate retention interventions: Identify users struggling with technical issues and coordinate appropriate support responses
Translate user feedback for Engineering: Document product issues, prioritize bug reports, and communicate technical requirements based on support data
Coordinate with Implementation Manager: Align on go-live support coverage, share site-level support trends, ensure smooth handoffs from deployment to support
Provide weekly updates on support metrics, escalations, team performance, and strategic recommendations
Qualification
Required
5+ years in support operations, program management, or technical operations with demonstrated success building, scaling, or optimizing customer support programs
Healthcare technology or healthcare operations experience: Deep understanding of clinical workflows, EHR systems, healthcare compliance, and patient care delivery environments
Team leadership: Experience directly managing support teams or building support organizations; proven ability to coach, develop, and drive performance
Technical support expertise: Strong track record managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments
Support program design: Experience establishing support infrastructure including ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs
Support systems expertise: Proficiency with ticketing platforms (Zendesk, ServiceNow, Jira Service Desk) or demonstrated ability to evaluate, select, and implement support technologies
Technical fluency: Comfortable understanding APIs, system integrations, authentication protocols, and technical documentation; able to troubleshoot complex technical issues
Data analysis and reporting: Proficient with Excel/Google Sheets, data visualization tools; able to analyze trends, create executive dashboards, and present actionable insights
Process design and optimization: Strong capability to design scalable processes, create SOPs, develop training materials, and establish quality frameworks
Program management proficiency: Experience with project management tools (Clickup, Jira, Monday.com, Microsoft Project); ability to manage multiple concurrent initiatives with competing priorities
Strategic thinking: Balances immediate operational needs with long-term program sustainability and scalability
Technical problem-solving: Analytical mindset with ability to diagnose root causes, distinguish systemic from isolated issues, and implement preventive solutions
Crisis leadership: Remains composed under pressure; makes sound decisions during high-stakes situations; provides clear direction during system outages
Communication excellence: Outstanding written and verbal communication; translates complex technical concepts for diverse audiences from clinicians to executives
Stakeholder management: Exceptional ability to build relationships, influence without authority, navigate complex organizations, and manage competing priorities
Bias toward action: Moves decisively to solve problems while building systematic, sustainable solutions
Empathy and advocacy: Deep commitment to user success; champions clinician needs while maintaining technical rigor
Adaptability: Thrives in dynamic environments; embraces change and uncertainty as opportunities for innovation
Preferred
VA healthcare system experience: Direct experience working within or supporting VA medical centers, VISNs, or VA central office; understanding of VA organizational structure and cultural dynamics (highly valued)
Enterprise healthcare software: Background supporting EHR systems, clinical documentation tools, or healthcare SaaS platforms in large, complex organizations
Telehealth or virtual care programs: Experience managing support for remote care delivery platforms or digital health solutions
Professional certifications: ITIL Service Management, HDI Support Center certification, Project Management Professional (PMP), or similar credentials demonstrating professional development
Agile/Scrum methodologies: Experience with Agile delivery frameworks, sprint planning, and iterative program development
Regulatory compliance knowledge: Familiarity with healthcare compliance frameworks, audit programs, or quality assurance processes
Company
Knowtex
Knowtex helps create visit notes from medical conversations.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
$0.12MKey Investors
MedTech Innovator
2024-01-01Seed
2023-06-06Non Equity Assistance
2022-08-23Pre Seed· $0.12M
Leadership Team
Jocelyn Kang
Chief Technology Officer
Recent News
2025-04-07
2025-02-28
Company data provided by crunchbase