Lead Client Support Analyst
New
S
SmarterDxHealthcare Technology
Remote (United States), Eastern or Central time zones preferredFull-TimeLead
Salary100,000 - 110,000 USD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- JiraCoachingQuality AssuranceProcess improvementTechnical supportSaaSZendesk
Requirements
- 7+ years of experience in technical support, customer service, or support operations.
- Experience in the healthcare technology or SaaS industry is preferred.
- Proven track record of managing day-to-day operations and queue management.
- Proficiency in Zendesk, Jira, or similar ticketing tools, including administrative functions.
- Strong experience in quality assurance, audit programs, or identifying and addressing service trends.
- Experience in coaching, mentoring, or training team members.
- Demonstrated ability to build or improve support processes, documentation, and onboarding programs.
- Ability to work independently, handle complex client issues, and manage priorities under pressure.
- Excellent communication skills for representing the Support team in internal and client conversations.
- Willingness to provide occasional coverage during high-volume periods, weekends, and holidays.
Responsibilities
- Monitor queue health and lead daily team standups to manage the daily rhythm of Client Support.
- Execute the Zendesk QA program including daily reviews, ticket hygiene, and compliance monitoring.
- Serve as the primary point of contact for operational escalations and facilitate weekly live-issues meetings.
- Identify quality and ticket trends to develop coaching materials, refresher training, and process updates.
- Manage Zendesk administration and monitor omnichannel routing functionality.
- Mentor team members and lead 'Train the Team' sessions to reinforce processes.
- Provide hands-on queue coverage during high-volume periods, holidays, and weekends as required.
- Collaborate with Client Success Operations to improve processes and escalation paths.
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