Support Team Manager

Work Arrangement: Remote

• Job Type: Independent Contractor, Full-time
• Work Schedule: Wednesday–Sunday, 10:00 AM – 7:00 PM PST (with flexibility for escalations)
• Time Zone: PST

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Hear why we exist, what we believe in, and who we’re building for: Watch here

Why Work with Us?

We’re not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.

About the Company

The company is a healthcare leading provider of on-demand telehealth solutions designed to support medical spas and wellness clinics across the U.S. The company is committed to bridging the gap between providers and patients, enabling fast, secure, and high-quality care from the comfort of any location. With a focus on compliance, patient safety, and technology, the company specializes in virtual Good Faith Exams (GFEs), video consultations, prescription issuance, and medication delivery, offering a streamlined, compliant, and efficient telemedicine experience.

Role Overview

As a Support Manager, you will lead and scale the support operations department while serving as the primary escalation point for complex technical, clinical, and operational issues. You will be responsible for mentoring a growing team of support specialists, owning the support infrastructure (including Zendesk and knowledge base systems), and ensuring smooth day-to-day operations across all support verticals. This is a hands-on leadership role that demands a strategic mindset, technical aptitude, and a proactive approach to cross-functional collaboration.

Key Responsibilities Team Leadership & Escalations

• Manage and mentor 2–3 Support Specialists, providing daily guidance and performance feedback as the team expands.
• Oversee scheduling and ensure seamless 7-day support coverage.
• Serve as the lead escalation point for complex technical or clinical workflow issues, escalating to executive leadership only when absolutely necessary.
• Cultivate a culture of ownership, clarity, and high accountability within the support team.

Technical & Operational Ownership

• Reproduce, document, and troubleshoot technical issues (e.g., portal errors, login problems) for efficient resolution.
• Collaborate closely with the engineering team to escalate and track bug fixes, feature requests, and system improvements.
• Maintain and enhance Zendesk configurations, including automations, macros, triggers, and chatbot development as we move toward live-agent support.
• Proactively update and expand the knowledge base and SOPs based on support insights.

Reporting & Communication

• Deliver weekly support metrics and insights, including ticket volume, resolution times, and trend analyses, during bi-weekly team meetings.
• Communicate clearly and consistently through Slack, ensuring asynchronous updates are action-oriented and informative.
• Lead weekly team huddles, foster transparency, and reinforce an over-communication mindset.

Cross-Functional Collaboration

• Identify inefficiencies and gaps in workflows, processes, and support documentation—propose and implement improvements.
• Train specialists across all verticals (tech, Rx, general inquiries) to ensure team adaptability and coverage.
• Collaborate with Product, Engineering, and Compliance teams to align support functions with company goals and standards.

Must-Have Qualifications

• 3+ years of experience in customer support management, preferably within healthcare or tech.
• Proven expertise in Zendesk, including automation, reporting dashboards, and macros.
• Comfortable using Slack, Asana, and other remote collaboration tools.
• Strong understanding of healthcare workflows—especially urgent care, telehealth, pharmacy, or nursing contexts (familiarity with medication and dosage terminology is critical).
• Excellent interpersonal and presentation skills, with the ability to lead teams and deliver insights confidently to leadership.
• Proactive, energetic, and highly accountable problem-solving approach.
• Clear and professional communication skills with a neutral English accent.
• Willing to work Wednesday through Sunday with availability for escalation as needed.

Nice-to-Have Qualifications

• Experience managing support in telehealth or SaaS environments.
• Familiarity with Good Faith Exam (GFE) processes or medical spa workflows.
• Experience developing internal knowledge bases and SOPs for growing teams.
• Data-driven mindset with a history of using support metrics for performance and strategy improvements.
• Bilingual fluency (English + Spanish or another language) is a plus.

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