Elation Health
Manager, Customer Support
Remote role where the employee must remain based in a particular country.
Canada only
Employer listed it 8 days ago · Added 3 days ago
First listed 8 days ago and still open.
Salary
$110,000 to $140,000
Location
Canada only
Timezone
US East
Contract
Full-time
Experience
Mid
Category
Customer Support
Stated by the employer in the job description
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Canada. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Canada - Remote, Remote"
What Nomaders makes of it
- Residency required in Canada
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.
We're looking for a Manager, Customer Support to lead a high-performing team of Support Specialists and Support Engineers. This isn't traditional support management—you'll treat support as a product, using data to diagnose friction, design experiments to improve resolution speed and quality, and continuously optimize the system that delivers customer outcomes.
You'll be the operational leader for Elation's support experience, owning team performance, development, and the daily execution of SLA commitments. You'll partner closely with Engineering, Product, and Customer Operations to translate support insights into product improvements, and build the analytics infrastructure that makes support performance transparent and actionable.
If you think like a Product Manager, love operations, and want to build a technically oriented team that drives real impact, this is the role for you.
What You'll Do
Lead a High-Performing Team
Manage approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, development, performance management, and retention
Conduct weekly 1:1s focused on skill development, case quality review, and career growth
Coach your team to critically evaluate AI-generated recommendations and deliver exceptional customer outcomes—quality over speed
Hold your team accountable to SLA commitments, including time-to-resolution, backlog targets, and customer satisfaction scores
Own Support Operations & Processes
Manage the daily execution of case triage, routing, and escalation workflows to ensure efficient resolution
Monitor case queue health in real time and identify bottlenecks or quality issues before they impact customers
Design and run experiments to improve case resolution speed, first-contact resolution rates, and customer satisfaction
Build and maintain the Support playbook, including documentation, troubleshooting guides, and AI-assisted workflow standards
Own the QA process for AI-assisted case resolution; audit quality regularly and coach to gaps
Drive Data-Driven Insights
Treat metrics as your product: build dashboards, define KPIs, and make support performance visible and actionable
Run weekly case reviews with your team to identify patterns, high-volume issue types, and systemic product gaps
Translate case data into prioritized feedback for Product and Engineering teams
Own monthly reporting on team performance, SLA trends, top case drivers, and escalation patterns
Use data to forecast capacity needs, identify skill gaps, and recommend training investments
Partner Cross-Functionally
Work closely with Engineering Managers to keep support context present in product decisions
Requirements
- ·Systems thinker: You see support as a process to optimize, not just a queue to clear; you've redesigned workflows or implemented tooling that improved efficiency
- ·Product management mindset: You understand root cause analysis and think about preventing issues upstream rather than just resolving them faster
- ·Technical credibility: You can learn product architecture, understand complex workflows, and coach support engineers on technical cases
- ·Coaching-oriented: You develop people through feedback, skill-building, and stretch opportunities—not just task assignment
- ·High standards with empathy: You hold your team accountable while supporting their growth
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Elation Health, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 4d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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Free to apply, no account needed.
$110,000 to $140,000 · You'll be taken to the employer's careers page.