Manager, Customer Support

Elation Health is seeking a Manager for their Customer Support team, which operates remotely. In this role, you will lead a group of 8 to 10 Support Specialists and Support Engineers, focusing on hiring, onboarding, and performance management. Your daily responsibilities will include managing case triage and escalation workflows, monitoring case queues, and identifying potential issues before they affect customers. You will also be expected to coach your team on evaluating AI-generated recommendations and ensuring high-quality customer outcomes. The position emphasizes treating support as a product, utilizing data to enhance resolution speed and quality, and collaborating with Engineering, Product, and Customer Operations to drive product improvements. Ideal candidates will have a strong operational mindset, experience in support management, and a passion for building technically skilled teams. This role is suited for individuals who think like Product Managers and are eager to make a significant impact in a customer-focused environment.