SmarterDx - Lead Client Support Analyst
Requirements
• 7+ years experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS • Demonstrated ownership of day-to-day operations for a support or service function — queue management and quality programs — at a scale where you were the person things ran through • Ability to work a ticket queue independently, resolving complex client issues without backup, and sound judgment on when to escalate • Quality assurance or audit programs — reviewing work, identifying trends, and translating findings into coaching and process improvements • Coaching, mentoring, or training peers and junior team members • Building or improving support processes, documentation, or onboarding programs • Strong organizational rigor with the ability to hold many moving pieces without dropping them • Excellent communication skills, with the ability to represent Support in complex conversations, internally and with clients • Well-versed in Zendesk, Jira, or similar ticketing tools, including administrative functions • Calm and steady under pressure, with excellent time management and prioritization in a remote environment • Willingness to provide coverage during high-volume periods, holidays, and weekends as needed • Salesforce and/or SQL experience • Experience with electronic medical record (EMR) systems or related healthcare applications • Knowledge of medical terminology and hospital workflows • Prior experience in a lead, senior, or coordinator capacity
Responsibilities
• Daily Operations & Quality Management • Own the daily rhythm of Client Support — queue health monitoring and daily team standups • Own the Zendesk QA program — daily QA reviews, ticket hygiene, close-the-loop, and compliance • Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting — surfacing prioritized post-production customer challenges and driving decisions on the highest-impact issues • Identify repeat quality and ticket trends, channeling them into coaching, refresher training, and process updates • Handle Zendesk administration and monitor omnichannel routing functionality • Team Development • Team Development • Serve as a day-to-day coach, reinforcing documented processes, and leading Support-specific "Train the Team" sessions • Monitor and escalate team performance concerns to the Support Manager, who owns formal performance management and conversations • Front-line Coverage & Product Depth • Provide hands-on coverage when needed — working the queue independently and handling complex issues and escalations • Maintain deep, current expertise across all SmarterDx applications, using it to guide how the team approaches issues and strengthen how analysts leverage our tech stack • Partnership with the Client Support Manager • Contribute to weekly Client Support updates — surfacing trends, recurring quality themes, team recognition, and recommended refresher topics — for the Manager's review and delivery • Partner with Client Success Operations team on process improvement, escalation-path improvements, and cross-functional operational planning • Back up the Client Support Manager in complex, layered conversations — internally and with clients — bringing the appropriate context and detail those discussions require
Benefits
• $100,000 - $110,000 • Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan. • Medical, Dental & Vision • Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents. • Paid Parental Leave • Remote-First Team – Work from anywhere in the U.S. • Remote-First Team • Unlimited PTO & 10 Holidays – So you can relax and recharge. • Unlimited PTO & 10 Holidays • 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match. • 401(k) with Traditional & Roth Options • Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters. • Minimal Bureaucracy • Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues. • Incredible Teammates!
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