Support Team Manager

Summary

Join Pearl Talent as a Support Manager and lead the scaling of support operations for a leading healthcare telehealth provider. You will mentor a team of support specialists, manage support infrastructure (including Zendesk), and serve as the primary escalation point for complex issues. This hands-on role requires a strategic mindset, technical aptitude, and strong cross-functional collaboration skills. You will be responsible for reporting key metrics, improving workflows, and ensuring smooth day-to-day operations. The position offers remote work, generous PTO, direct mentorship, learning and development opportunities, and global networking. The work schedule is Wednesday-Sunday, 10:00 AM – 7:00 PM PST, with flexibility for escalations.

Requirements

• 3+ years of experience in a customer support management role, preferably within a healthcare or tech setting
• Proven expertise in Zendesk, including automation, reporting dashboards, and macros
• Comfortable navigating tools like Slack, Asana, and other remote collaboration platforms
• Strong understanding of healthcare workflows—especially urgent care, telehealth, pharmacy, or nursing contexts (familiarity with medication and dosage terminology is critical)
• Excellent interpersonal and presentation skills, with the ability to lead teams and deliver insights confidently to leadership
• Proactive, energetic, and highly accountable approach to problem-solving and team management
• Neutral English accent with clear and professional communication skills
• Willingness to work Wednesday through Sunday with availability for escalation as needed

Responsibilities

• Manage and mentor 2–3 Support Specialists, providing daily guidance and performance feedback as the team expands
• Oversee scheduling and ensure seamless 7-day support coverage
• Serve as the lead escalation point for complex technical or clinical workflow issues, escalating to executive leadership only when absolutely necessary
• Cultivate a culture of ownership, clarity, and high accountability within the support team
• Reproduce, document, and troubleshoot technical issues (e.g., portal errors, login problems) for efficient resolution
• Collaborate closely with the engineering team to escalate and track bug fixes, feature requests, and system improvements
• Maintain and enhance Zendesk configurations, including automations, macros, triggers, and chatbot development as we move toward live-agent support
• Proactively update and expand the knowledge base and SOPs based on real-time support insights
• Deliver weekly support metrics and insights, including ticket volume, resolution times, and trend analyses, during bi-weekly team meetings
• Communicate clearly and consistently through Slack, ensuring asynchronous updates are action-oriented and informative
• Lead weekly team huddles, foster transparency, and reinforce an over-communication mindset
• Identify inefficiencies and gaps in current workflows, processes, and support documentation—propose and implement improvements
• Train specialists across all verticals (tech, Rx, general inquiries) to ensure team adaptability and complete coverage
• Collaborate with Product, Engineering, and Compliance teams to ensure the support function aligns with overall company goals and standards

Preferred Qualifications

• Prior experience managing support operations in a telehealth or SaaS environment
• Familiarity with Good Faith Exam (GFE) processes or medical spa workflows
• Hands-on experience developing internal knowledge bases and SOPs for growing teams
• Data-driven mindset with a track record of using support metrics to drive performance and strategic improvements
• Bilingual fluency (English + Spanish or another language) is a plus

Benefits

• Remote Work: Fully remote
• Generous PTO: 10 days PTO per year, plus holidays and sick leave
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world