Opportunity at
Elation HealthManager, Customer Support
Elation Health operates a cloud-based clinical SaaS platform dedicated to improving patient and physician experiences within primary care. The organization is currently seeking a Manager, Customer…
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About This Role
Elation Health operates a cloud-based clinical SaaS platform dedicated to improving patient and physician experiences within primary care. The organization is currently seeking a Manager, Customer Support to direct a specialized unit of Support Engineers and Support Specialists. This position treats support functions as a distinct product, utilizing analytics and experimentation to minimize friction, enhance resolution speeds, and maintain service level agreements. The operational leader will oversee talent retention, team…
Job Description
Elation Health operates a cloud-based clinical SaaS platform dedicated to improving patient and physician experiences within primary care. The organization is currently seeking a Manager, Customer Support to direct a specialized unit of Support Engineers and Support Specialists.
This position treats support functions as a distinct product, utilizing analytics and experimentation to minimize friction, enhance resolution speeds, and maintain service level agreements. The operational leader will oversee talent retention, team development, triage workflows, and quality assurance processes while partnering closely with product and engineering divisions to translate case metrics into systemic enhancements.
Candidates suited for this role possess a product management mindset, a strong background in technical operations, and the ability to build scalable support frameworks. The annual compensation for this permanent, full-time position ranges from CAD 110,000 to 140,000.
Responsibilities
- Manage a team of eight to ten Support Engineers and Support Specialists, overseeing hiring, onboarding, performance, and retention.
- Conduct weekly one-on-one sessions focused on professional growth, case quality reviews, and skill building.
- Enforce service level agreement targets concerning resolution times, customer satisfaction scores, and backlog volumes.
- Supervise daily case routing, escalation workflows, and real-time queue health.
- Design and test experiments aimed at boosting first-contact resolution rates and overall speed.
- Maintain documentation, troubleshooting guides, and AI-assisted workflow protocols within the Support playbook.
- Execute quality assurance audits for AI-assisted case resolutions and provide feedback.
- Construct metrics dashboards and analyze trends to identify systemic product gaps and high-volume issue types.
- Collaborate with Engineering and Product teams to supply prioritized, data-driven feedback derived from customer cases.
- Forecast team capacity needs, identify skill gaps, and recommend targeted training investments.
Requirements
- Minimum of five years of experience in technical account management, customer success operations, or technical support
- At least two years of direct people management experience
- Demonstrated track record of meeting service level agreements in a technical customer operations setting
- Familiarity working with technical products such as B2B software, SaaS, or healthcare technology
- Data fluency demonstrated through building dashboards, analyzing trends, and driving operational changes
Qualifications
- Background in health tech, healthcare, or regulated industry environments
- Prior exposure to LLM-based tooling or AI-assisted support workflows
- Previous experience working as an individual contributor or technical support engineer prior to management
- Familiarity with case management and support platforms such as Intercom, Salesforce, Linear, or Notion
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Manager, Customer Support role?
The position offers an annual salary between CAD 110,000 and 140,000.
What employment type is this position?
This is a full-time employment opportunity.
Is the work location or remote policy specified?
The specific work location and remote policy are not stated in the job posting.
What key experience is required for applicants?
Applicants must have at least five years of experience in technical support, customer success operations, or technical account management, including a minimum of two years managing people.
Sample Interview Questions
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