Lead Client Support Analyst
Benefits
Unlimited PTO
12w maternity
12w paternity
Similar Jobs
See allSenior Support Analyst, Customer Success Operations
SmarterDx
US
Technical Troubleshooting
Jira
Zendesk
Manager, Client Support
Origami Risk
US
SaaS Support
SQL
JavaScript
Manager, Technical Support
HungerRush
US
Zendesk
CRM
SaaS
Team Lead, Support
OpenEd
US
Customer Support
Coaching
HubSpot
Support Engineering Team Lead
N8n
US
APIs
Workflow Automation
Technical Support
Daily Operations & Quality Management:
- Own the daily rhythm of Client Support including queue health monitoring and team standups.
- Manage the Zendesk QA program with daily reviews, ticket hygiene, and compliance.
- Identify trends and channel them into coaching and process updates.
Team Development:
- Serve as a day-to-day coach, reinforcing processes and leading training sessions.
- Monitor and escalate performance concerns to the Support Manager.
Front-line Coverage & Product Depth:
- Provide hands-on coverage for complex issues and escalations.
- Maintain deep expertise across all SmarterDx applications.
Partnership with Client Support Manager:
- Contribute to weekly updates on trends and team recognition.
- Partner on process improvements and cross-functional planning.
- Back up the Manager in complex conversations with internal teams and clients.
SmarterDx
SmarterDx uses clinical AI to help health systems capture the full value of patient care by interpreting EHR data and making recommendations for revenue cycle teams. As a Smartian, you'll build technology that makes healthcare more accurate and sustainable, working with a small, mission-driven team.