Tenovi is seeking an experienced Support Team Lead to manage and develop our growing customer support team. In this role, you will lead a team of 4+ US-based and 3+ offshore Support Analysts and Technical Specialists to deliver exceptional service for Tenovi’s medical devices and our remote patient monitoring (RPM) platform.

As a player/coach, you'll spend approximately 80% of your time on management and leadership activities, with 20% hands-on support work including modeling standards, handling escalations, and conducting quality assurance.

You will build a team that serves as trusted advisors to our clients, setting the standard for support excellence while building a world-class team that scales rapidly though both people and artificial intelligence.

Core Responsibilities

Customer Support Operations Management

• Manage a high velocity support operation providing client and patient support via email, chat, and phone
• Manage schedules and coverage to ensure consistent performance against SLAs for responsiveness
• Identify process bottlenecks and recommend improvements to reduce resolution time and improve CSAT
• Develop and refine support processes, documentation, and knowledge base resources to scale team efficiency
• Prepare regular reports on team performance, trends, and recommendations for management
• Assist with team work as needed during PTO and unexpected volume spikes to maintain service levels

People Management

• Lead, mentor, and develop a distributed support team (US and offshore representatives) through coaching, regular one-on-ones, and constructive feedback
• Own quality assurance by monitoring call recordings, reviewing ticket documentation, and conducting regular coaching sessions to improve team performance
• Recruit, onboard, and train new team members to maintain quality standards during rapid team expansion
• Set team culture and standards by modeling excellence in customer interactions, technical troubleshooting, and problem-solving
• Stay current on all supported devices, firmware updates, and technical specifications to guide team training

Support Leadership

• Manage a team that provides expert-level support for Tenovi's 50+ cellular-connected medical devices, Web App, and API integration to 350+ clients and 200k+ patients
• Serve as first-line escalation point for complex technical issues, customer disputes, and exceptions that team members cannot resolve
• Monitor KPIs including First Response Time, resolution rates, and Customer Satisfaction (CSAT) scores
• Partner with Product and Engineering to relay customer feedback, recurring issues, and feature requests
• Coordinate with Sales, Integration Engineers and CSMs on escalations, feature requests, and account health management
• Participate in company-wide initiatives including product launches, customer events, and team meetings

Required Qualifications

• Bachelor's degree in Business, Communications, IT, Healthcare Administration, or similar field (or equivalent professional experience)
• 3–6+ years of total experience in customer support/technical support roles
• 1–2+ years of direct management or supervisory experience in a SaaS, healthcare, medical device, or similar regulated industry environment
• Hardware support experience with demonstrated ability to troubleshoot technical issues and explain solutions to both technical and non-technical audiences
• Proven track record of building and developing high-performing teams
• Strong written and verbal communication skills with the ability to communicate clearly across all customer and internal audiences
• Experience working in fast-paced, growth-stage environments
• Proficiency with support ticketing and VOIP platforms (HubSpot Service Hub, Aircall preferred)
• Familiarity with HIPAA compliance and healthcare data privacy requirements

Preferred Qualifications

• Experience managing distributed, international, or remote teams across time zones
• Experience with SaaS healthcare applications or cloud-based medical platforms
• Experience with customer relationship management (CRM) systems
• Bilingual English/Spanish

Location & Work Requirements

• Portsmouth, NH (hybrid with flexibility)
• Irvine, CA (hybrid with flexibility)
• Remote, US (US-based, flexible time zone within business hours)

We are open to discussing work arrangement flexibility based on candidate location and team needs.