• Manage high-volume customer inquiries across email, live chat, and ticket management platforms. • Resolve customer requests while consistently meeting SLA and quality expectations. • Accurately document customer interactions and maintain detailed ticket records. • Prioritize customer requests based on urgency and business impact. • Own customer cases from initial contact through final resolution while keeping clients informed throughout the process. • Process order updates, modifications, replacements, credits, refunds, and account changes. • Investigate delivery issues, missing items, incorrect orders, and operational exceptions. • Maintain accurate customer account information and delivery preferences. • Support onboarding activities and account setup for new business clients. • Ensure operational accuracy across all customer requests. • Deliver professional, empathetic, and solution-oriented support through email and chat. • Respond to inquiries related to orders, billing, deliveries, subscriptions, products, and account management. • Utilize SOPs, internal documentation, and knowledge base resources to provide consistent support. • Maintain exceptional written communication while managing multiple customer conversations. • Partner closely with Operations, Logistics, Fulfillment, Customer Experience, and other internal teams. • Escalate complex customer issues with complete documentation and clear business context. • Follow up on escalated cases until successful resolution. • Communicate operational risks proactively. • Identify recurring customer issues and operational trends. • Recommend improvements to workflows, documentation, and customer experience. • Support process optimization initiatives. • Help maintain internal documentation and knowledge base articles.

• Serve as the frontline voice of Ruggable to our consumers, delivering excellent consumer service primarily via phone, chat and email • Provide timely and thorough resolution to consumer inquiries, including ones pertaining to returns, cancellations, exchanges, order status, product recommendations, etc. • Act as a product expert, maintaining a well-rounded understanding of our website, features, stock lists and products • Communicate with management to escalate problems and recommend resolutions to better our consumer experience • Be a collaborative team player by supporting your teammates and sharing helpful tools or methodologies to enhance efficiency across the team

Role Description Nestmed's AI documentation platform is used by clinicians across 60+ home health agencies, and when something breaks, our support team is the first call. As Manager of Customer Support, you'll lead a team of Technical Customer Support Specialists while staying hands-on as the technical escalation layer for the most complex issues that come through the queue. This is a player-coach role: you'll set the bar for what great support looks like at Nestmed, build the processes that get us there, and develop the team that delivers it. What You'll Do - Team Leadership (50%) - Manage, coach, and develop a team of Technical Customer Support Specialists. - Run structured 1:1s, deliver clear performance feedback, and build a culture where accountability and empathy coexist. - Develop the people working the queue. - Process & Playbook Development - Build and maintain escalation paths, triage frameworks, response templates, and SLA standards. - Ensure high-quality operation even on bad days. - Performance & Metrics - Implement and own team KPIs: response time, resolution rate, CSAT, escalation volume. - Surface insights to the Head of CS and advocate for necessary resources. - L2 Escalation (30%) - Step in on complex, unresolved, or high-sensitivity tickets requiring deeper technical investigation. - Translate user-reported issues into actionable bug reports and follow through on resolution. - Cross-Functional Partnership - Collaborate with Product, Engineering, and Implementation to address systemic issues. - Advocate for product improvements based on support trends. - Ensure enterprise clients receive a consistent, high-touch experience. - Hiring & Onboarding - Partner with recruiting to grow the team as volume scales. - Own onboarding to ensure new team members ramp quickly and consistently. - Clinician-Centered Culture - Model patience, empathy, and communication standards expected from the team. - Support non-technical users who are mid-patient-care when issues arise. Qualifications - 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS. - People leadership track record: coached Support Specialists through performance issues, developed high-performers, and built team culture intentionally. - Process orientation: built or overhauled a support workflow and have opinions about good triage, escalation, and documentation. - Proven L2 technical skills: can diagnose root causes, write coherent bug reports, and engage with engineering. - Clinical context: familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus. - Communication range: clear with your team, credible with engineering, and plain-spoken with clinicians. - Zendesk proficiency or a comparable platform; managing in the tooling, not learning it. Requirements - You've led a support team before, not just managed one. - Understand the difference between coaching someone through a hard ticket and just taking it over. - Ability to maintain a player-coach balance without letting either half slip. - Bring genuine patience to the work, supporting people in a stressful healthcare environment. Benefits - If you’re passionate about building high-impact products that solve real-world problems, we’d love to hear from you. - Apply today!

• Manage high-volume customer inquiries through email, live chat, and ticket management platforms. • Respond to customer requests professionally, accurately, and within established SLA targets. • Maintain complete and detailed documentation for every ticket and customer interaction. • Prioritize cases based on urgency, business impact, and operational requirements. • Own customer cases from initial contact through final resolution. • Keep clients proactively informed throughout the resolution process. • Manage multiple customer conversations while maintaining service quality and accuracy. • Support onboarding and account setup for new business clients. • Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams. • Build trusted relationships with business clients by understanding their operational needs. • Identify recurring customer issues, ticket trends, and operational gaps. • Recommend improvements to workflows, internal documentation, and customer communications.