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Knowtex is transforming healthcare documentation through ambient AI scribing technology, partnering with the Department of Veterans Affairs to deploy solutions across the VA healthcare system. The company is scaling rapidly from 7,500 to 80,000 users over the next 90 days, with plans to reach 150,000 users within 3 years.
As Customer Support Program Manager, you will design, build, and lead the support program infrastructure that enables clinicians to effectively use Knowtex. You'll own the complete support ecosystem—from ticketing systems and escalation protocols to team management and technical troubleshooting—establishing the operational foundation for rapid growth while maintaining exceptional service quality.
This is a strategic leadership role combining hands-on execution with program ownership. You'll manage support operations end-to-end while building systems, processes, and team capacity to scale from thousands to tens of thousands of users. You'll serve as the bridge between clinicians, product engineering, and cross-functional delivery teams, translating technical issues into solutions, managing escalations, and ensuring seamless support delivery across an expanding user base.
Key responsibilities include: establishing support program infrastructure with ticketing workflows, metrics dashboards, and SLA frameworks; overseeing technical troubleshooting for complex issues including authentication, EHR integrations (VistA/Cerner), SMART on FHIR API problems, and system performance; directly managing Customer Support Specialists with coaching, quality assurance, and performance management; building and maintaining a comprehensive knowledge base to reduce ticket volume; monitoring customer health indicators and coordinating retention interventions; and translating user feedback to inform Engineering priorities.
Success metrics include establishing infrastructure to scale from 7,500 to 80,000 users without quality degradation within 90 days; achieving ≥85% user satisfaction; reducing Tier 1 ticket volume by 30% through self-service resources within 6 months; maintaining 99.5%+ system uptime; and scaling to 100,000+ users with sustained quality metrics within 1 year.
You'll report to the Director of Customer Delivery and directly manage Customer Support Specialists. Travel up to 20% for VA site visits, training events, and quarterly team meetings. The role requires U.S.-based location to accommodate VA healthcare operational hours.
REQUIREMENTS:
- 5+ years in support operations, program management, or technical operations with demonstrated success building, scaling, or optimizing customer support programs
- Team leadership experience: directly managing support teams or building support organizations; proven ability to coach, develop, and drive performance
- Technical support expertise: strong track record managing technical troubleshooting, escalation protocols, and complex issue resolution in SaaS or enterprise software environments
- Support program design experience: establishing support infrastructure including ticketing systems, knowledge bases, SLA frameworks, and quality assurance programs
- Support systems expertise: proficiency with ticketing platforms (Pylon, Zendesk, ServiceNow, Jira Service Desk) or demonstrated ability to evaluate, select, and implement support technologies
- Technical fluency: comfortable understanding APIs, system integrations, authentication protocols, and technical documentation; able to troubleshoot complex technical issues
- Data analysis and reporting: proficient with Excel/Google Sheets and data visualization tools; able to analyze trends, create executive dashboards, and present actionable insights
- Process design and optimization: strong capability to design scalable processes, create SOPs, develop training materials, and establish quality frameworks
- Program management proficiency: experience with project management tools (Jira, Monday.com, Microsoft Project); ability to manage multiple concurrent initiatives
- Core competencies: strategic thinking, technical problem-solving, crisis leadership, communication excellence, stakeholder management, bias toward action, empathy and advocacy, adaptability
BONUS QUALIFICATIONS:
- VA healthcare system experience: direct experience working within or supporting VA medical centers, VISNs, or VA central office
- Healthcare technology or healthcare operations experience: understanding of clinical workflows, EHR systems, healthcare compliance, and patient care delivery
- Enterprise healthcare software background: supporting EHR systems, clinical documentation tools, or healthcare SaaS platforms
- Telehealth or virtual care programs experience
- Professional certifications: ITIL Service Management, HDI Support Center certification, PMP, or similar
- Agile/Scrum methodologies experience
- Regulatory compliance knowledge: healthcare compliance frameworks, audit programs, or quality assurance processes
