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About Nestmed

Nestmed is revolutionizing healthcare documentation with its AI platform designed to give clinicians more time by simplifying documentation tasks. In just one year, it has grown to support tens of thousands of clinicians over more than a million patient visits and partners with over 60 home health agencies, including seven of the top ten enterprises in the United States. The founding team includes experts from Stanford, YC, Google, and Meta, supported by notable founders from PayPal and Plaid, all working to advance infrastructure in the $500 billion home healthcare market.

Role Overview

As Manager of Customer Support, you will lead a dedicated team of Technical Customer Support Specialists, providing both leadership and direct involvement in resolving the most complex technical issues. This player-coach position requires you to set high standards for customer support quality, develop effective processes, and cultivate a team committed to excellent service delivery.

Key Responsibilities

Lead and coach a team of Technical Customer Support Specialists, conducting structured one-on-ones, giving clear feedback, and fostering a culture balancing empathy with accountability.
Develop and maintain support workflows including escalation paths, triage frameworks, response templates, and service level agreements to ensure consistent high performance.
Set, monitor, and own team performance metrics such as response times, resolution rates, customer satisfaction scores, and escalation volumes, advocating for necessary resources.
Act as the second-level escalation resource for difficult or sensitive technical issues, liaising between support and engineering teams to identify and resolve bugs.
Work closely with Product, Engineering, and Implementation to address systemic issues, drive product improvements based on support feedback, and guarantee high-quality experiences for enterprise clients.
Partner with recruiting efforts to scale the support team effectively, overseeing onboarding processes to ensure rapid and uniform preparation of new team members.
Encourage and exemplify behaviors prioritizing patience, empathy, and clear communication, essential for supporting clinicians who operate under intense pressure.

Candidate Qualifications

Minimum five years of experience in customer or technical support roles, with at least two years managing support teams within healthtech or healthcare SaaS environments.
Demonstrated leadership skills in coaching, performance management, and intentional team culture building.
Strong process design experience, including shaping support workflows, triage systems, and documentation standards.
Advanced technical problem-solving abilities suitable for level two escalations, capable of diagnosing root causes and collaborating effectively with engineering teams.
Familiarity with clinical settings such as home health workflows, EHR/EMR systems, and clinical intake/charting is highly advantageous.
Effective communication skills across diverse audiences, including team members, engineers, and clinicians, with clarity and simplicity.
Experience managing support operations using Zendesk or similar customer support platforms.

Essential Qualities

The ideal candidate has proven experience not simply managing but actively leading support teams, balancing hands-on problem solving with coaching and team development. Patience and empathy are crucial given the stressful nature of healthcare environments that the team serves.

Compensation

The salary range for this position is between CA$110,000 and CA$125,000 annually.

Manager, Customer Support