Customer Support Program Manager

Knowtex
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Strategic thinking","Technical problem-solving","Crisis leadership","Communication excellence","Continuous improvement"]

Lead the support program end-to-end to help clinicians effectively use Knowtex, scaling from 7,500 to 80,000 users while maintaining service quality. Own support infrastructure (ticketing, escalation protocols, SLAs, KPIs, dashboards), drive technical issue resolution and engineering escalations, and manage and develop a team of Customer Support Specialists. Build knowledge base and self-service to reduce Tier 1 volume and integrate support metrics into program effectiveness evaluations.

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FursaFursa
Knowtex
Knowtex
1 day ago

Customer Support Program Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead the support program end-to-end to help clinicians effectively use Knowtex, scaling from 7,500 to 80,000 users while maintaining service quality. Own support infrastructure (ticketing, escalation protocols, SLAs, KPIs, dashboards), drive technical issue resolution and engineering escalations, and manage and develop a team of Customer Support Specialists. Build knowledge base and self-service to reduce Tier 1 volume and integrate support metrics into program effectiveness evaluations.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Design and lead support program infrastructure at scale, including ticketing systems, escalation protocols, and SLA definitions.
  • •Deploy and manage support tools (ticketing platform, knowledge base, analytics dashboards, reporting frameworks) and define/monitor KPIs like response and resolution times, CSAT/NPS, and ticket trends.
  • •Oversee technical troubleshooting for complex issues, manage escalation to Engineering, coordinate crisis response for outages/critical incidents, and develop diagnostic frameworks.
  • •Directly manage Customer Support Specialists, providing daily oversight, coaching, quality assurance, and performance management; recruit and onboard as the program scales.
  • •Build and maintain knowledge base/self-service resources to reduce Tier 1 tickets and support site advocates, while using support data to inform customer retention and product/engineering priorities.
Travel: Medium travel

Key Requirements

  • •5+ years in support operations, program management, or technical operations with experience scaling/optimizing customer support programs.
  • •Direct experience managing support teams or building support organizations, including coaching and performance management.
  • •Proven technical troubleshooting and escalation expertise for complex issues in SaaS or enterprise software environments.
  • •Experience designing support infrastructure (ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs).
  • •Proficiency with support tooling and technical fluency for APIs, integrations, authentication protocols, and technical documentation; ability to use data tools for reporting.
Experience:5+ years
Skills:Strategic thinkingTechnical problem-solvingCrisis leadershipCommunication excellenceContinuous improvement
Tech Stack:PylonZendeskServiceNowJira Service DeskJiraMonday.comMicrosoft ProjectExcelGoogle SheetsVistACernerSMART on FHIRAPIEHR integrationsAuthentication protocols

Eligibility

Nationality:US National

Company Brief

Knowtex
Knowtex builds AI-powered knowledge management and conversational search solutions that index organizational data to deliver contextual answers, summaries, and agent-assisted support for teams. Their platform helps companies surface expertise and accelerate information discovery across documents and workflows.
Industry: Enterprise Software
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