Codes Health - Customer Support Lead

• At Codes Health, we are building the modern platform for medical record retrieval. Legacy record retrieval is notoriously slow and unreliable; our system uses AI to deliver decision-ready records much faster and more accurately. • Started just over a year and a half ago, our volume is doubling MoM with a clear path to category leadership. We support practices ranging from Plaintiff Law to Specialty Healthcare. We are a well-funded, rapidly growing team focused on growing 100x from where are today. • Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution. • Support is where trust is won or lost. Law firms work against tight deadlines and can't afford to wait — a slow response or an unresolved issue can derail a case. As our Customer Support Lead, you'll help build and run the reactive layer of our CX function: owning ticket resolution, managing escalations, surfacing patterns, and building a small team of support agents. This is a player-coach role — you'll be handling tickets yourself while also building the systems, documentation, and processes that will let us scale support without sacrificing quality. • What You'll Own • Build systems to triage and resolve inbound support tickets across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard issues • Own technical support escalations: portal bugs, access issues, submission errors, document delivery failures — coordinate with the engineering team and track items in Linear • Manage the formal complaints process: log every complaint, identify root cause, propose resolution within 48–72 hours, and ensure nothing falls through the cracks • Own collections follow-up: proactively manage overdue accounts through a structured process, preserving the customer relationship while resolving the outstanding balance • Build and document clear escalation paths: know when to involve engineering, legal ops, or leadership — and communicate timelines clearly to customers • Analyze ticket volume and themes monthly; surface the top patterns to product and operations through a structured VoC review • Build the support team — hire, onboard, and develop support agents as volume grows • Develop and maintain support documentation, FAQs, and internal runbooks so resolutions are consistent and repeatable • 4–6 years of B2B customer support experience, including at least 2–3 years in a lead or senior individual contributor role • Experience handling technical support in a SaaS environment — you don't need to be an engineer, but you can credibly troubleshoot and communicate with one • Strong process and documentation instincts — you build runbooks, escalation paths, and playbooks because you know scale requires it • Empathetic under pressure — you can de-escalate a frustrated partner at a law firm while simultaneously coordinating a fix with engineering • Experience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar) • Proven ability to manage collections or billing escalations with professionalism and relationship preservation • Eagerness to hire and develop a team as volume demands it • Legal services, healthcare, or document workflow background a strong plus • Success Metrics • First Response Time: < 2 business hours for all inbound tickets during business hours • Resolution Time: Standard tickets resolved or workaround provided within 24–48 hours • Complaint Closure Rate: 100% of complaints logged, responded to within 24 hours, resolved within 72 hours • Collection Rate: Improvement in overdue account resolution through a structured follow-up process • Ticket Theme Reporting: Monthly VoC summary delivered to product and leadership • CSAT / Satisfaction Signal: Positive feedback trend from customers on support interactions • Codes Health · Customer Experience · Hiring 2026