Senior Program Manager, Customer Support

Summary

Join Komodo Health as a Customer Support Operations Manager and oversee strategic initiatives and day-to-day operations, ensuring scalable and efficient support. You will drive operational excellence, design scalable workflows, optimize global case routing, and develop self-service strategies. The ideal candidate possesses a strong background in program and project management, excels in fast-paced environments, and demonstrates ownership and a problem-solving mindset. This role is crucial in driving scalable solutions and enabling the support team to deliver seamless customer experiences. You will collaborate with cross-functional teams and leverage tools like Zendesk, Salesforce, and Tableau. Komodo Health offers a hybrid work model and a competitive benefits package.

Requirements

• Bachelor’s degree or higher (ideally STEM discipline)
• Experience implementing and managing customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management)
• Strong ability to evaluate and integrate new tools that enhance support efficiency
• Proficiency in Tableau, Salesforce, Excel/Google Sheets for data analysis and reporting
• Experience tracking, measuring and optimizing KPIs for customer support operations
• Ability to build automated dashboards that provide real-time insights for leadership
• Strong background in workflow optimization, workforce management and global case routing
• Proven track record of implementing process improvements that enhance operational efficiency

Responsibilities

• Drive operational excellence by implementing best practices, eliminating inefficiencies and ensuring consistent service quality
• Design and implement scalable workflows that improved efficiency, reduced customer friction and enhanced agent effectiveness
• Optimize global case routing, workforce management and capacity planning to support business growth
• Develop self-service and deflection strategies, improving customer autonomy and reducing support ticket volume
• Develop and maintain the internal knowledge base, ensuring support agents had the resources needed to resolve issues efficiently and accurately
• Collaborate with Engineering, Product, Analytics and Data teams to align support strategies with broader company goals
• Implement and maintain key support tools (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) to enhance efficiency and scalability
• Evaluate and integrate new technologies to improve self-service, automation and customer support workflows
• Streamline vendor management and system administration, ensuring tools remained aligned with business needs and support strategies
• Develop and maintain robust reporting frameworks using Tableau, Salesforce, Jira and Google Sheets to track key support metrics (e.g., resolution time, CSAT, deflection rates)
• Ensure data integrity and accessibility by integrating support data across multiple platforms for better decision-making

Preferred Qualifications

• Experience working in rapidly growing organizations
• Experience in healthcare or life sciences industries
• Jira Admin experience
• Functional understanding of SQL and use of Tableau

Benefits

• Comprehensive health, dental, and vision insurance
• Flexible time off and holidays
• 401(k) with company match
• Disability insurance and life insurance
• Leaves of absence in accordance with applicable state and local laws and regulations and company policy
• Commissions in accordance with a written agreement or plan
• Equity awards
• Hybrid work model
• Paid time off for vacation, sickness, holiday, and bereavement
• 100% company-paid life insurance and long-term disability insurance
• Medical, dental and vision coverage
• 401k Retirement Plan
• Prepaid legal assistance