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Salary: USD 70,000 - 0 / annual
O.R. TRAX is a healthcare SaaS company transforming how hospitals and ambulatory surgery centers manage vendor access and surgical scheduling. The platform automates credentialing, enforces compliance, and improves operating room throughput across enterprise health systems. Trusted by hundreds of hospitals, O.R. TRAX supports zero-hardware deployment with enterprise-scale reliability.
This role owns the day-to-day running of the vendor support team that serves pharma reps, device reps, and other vendor personnel who rely on O.R. TRAX and iBadge to access healthcare facilities and operating rooms. You will be a hands-on operator responsible for real-time queue monitoring, building and maintaining standard operating procedures, documenting processes in Confluence, setting and enforcing best practices, and becoming the go-to subject matter expert on how support works at O.R. TRAX.
Key responsibilities include:
- Monitor the support queue in real time and manage daily workload and coverage across the team
- Write and maintain SOPs and Confluence pages covering support processes, escalation paths, and product/process changes
- Set, document, and enforce best practices for how the team handles tickets, escalations, and customer communication
- Serve as the internal subject matter expert on support processes and product behavior
- Identify recurring issues or process gaps and drive fixes, looping in product or other teams as needed
- Provide day-to-day coaching and quality feedback to team members
- Report team performance, trends, and blockers to leadership on a regular cadence
- Support onboarding and training for new support team members
- Jump on phones and work tickets directly whenever volume, coverage gaps, or urgent issues call for it
- Handle escalated issues when needed
- Manage support tools and platform configuration, including macros, routing rules, and tagging
- Represent support in product and engineering conversations when tickets surface bugs or feature gaps
This role has a clear path to a management position with opportunities to help launch new initiatives like omnichannel support and chatbots. You will take day-to-day execution off leadership's plate so they can focus on strategic priorities, while ensuring the team has clear process, consistent quality, and a real-time view of what's happening in the queue.
Success metrics include SLA adherence, ticket quality and consistency, SOP/documentation coverage, and team responsiveness during peak volume.
REQUIREMENTS:
- 3-5+ years of experience in customer or technical support, ideally with some team lead, senior agent, or shift lead experience
- Strong writer and documenter; comfortable building SOPs and Confluence pages from scratch and keeping them current
- Experience monitoring live queues or dashboards and making in-the-moment staffing or escalation calls
- Track record of setting and holding a team to clear best practices and quality standards
- Ability to quickly become the go-to expert on a product and its processes, and comfortable being the point person for the team's questions
- Self-directed; can run day-to-day operations independently with minimal oversight, and knows when to escalate versus when to solve it themselves
- Healthcare or regulated-industry experience is a plus, but not required
NICE TO HAVE:
- Experience with JIRA Service Management or Confluence specifically
- Prior experience supporting a customer base that isn't the end consumer (e.g., reps, contractors, or field personnel accessing a controlled environment)
- Experience building a support function from an early or informal stage into a documented, repeatable one
