Lead Client Support Analyst

7+ years experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS

Demonstrated ownership of day-to-day operations for a support or service function — queue management and quality programs — at a scale where you were the person things ran through

Quality assurance or audit programs — reviewing work, identifying trends, and translating findings into coaching and process improvements

Building or improving support processes, documentation, or onboarding programs

Well-versed in Zendesk, Jira, or similar ticketing tools, including administrative functions

Salesforce and/or SQL experience

$100,000 - $110,000

Benefits

Medical, Dental & Vision

– Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.

Paid Parental Leave

– Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.

Daily Operations & Quality Management

Own the daily rhythm of Client Support — queue health monitoring and daily team standups

Own the Zendesk QA program — daily QA reviews, ticket hygiene, close-the-loop, and compliance

Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting — surfacing prioritized post-production customer challenges and driving decisions on the highest-impact issues

Handle Zendesk administration and monitor omnichannel routing functionality

Front-line Coverage & Product Depth