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Key Responsibilities:
- Design and own the complete support infrastructure from ticketing systems to escalation protocols.
- Manage and develop a team of Customer Support Specialists, ensuring high performance and quality.
- Analyze support data to drive product improvements and strategic decisions.
Success Metrics:
- In 90 days: establish support program to scale from 7,500 to 80,000 users without quality degradation.
- In 6 months: achieve 30% reduction in Tier 1 tickets via self-service knowledge base.
- In 1 year: scale support to 100,000+ users with sustained quality metrics.
What Makes This Role Unique:
- Directly impact veteran healthcare by supporting clinicians using AI documentation.
- Build the support program from scratch with full autonomy and strategic influence.
- Experience exponential growth from 7,500 to 150,000 users within 3 years.
Knowtex
Knowtex uses ambient AI scribing to reduce healthcare documentation burden, partnering with the VA to support clinicians. It is scaling rapidly from 7,500 to 80,000 users, with a mission-driven culture focused on veteran care and clinician well-being.