Roger Healthcare

Customer Support Lead

San Francisco Office

Sponsorship not specifiedDetected 38 days ago

Customer SuccessCustomer SupportZendesk

About the role

Backed by leading healthcare investors like SignalFire, we've powered millions of visits, deployed to thousands of clinicians, and we're just getting started.
That reputation is one of our biggest competitive advantages, and this role exists to protect and scale it.
This is a high-ownership role with real impact.

Lead and grow the team. Manage, coach, and develop a team of customer support representatives. Own hiring, training, and onboarding as the team scales.
Keep service exceptionally fast. Own SLAs and keep response and resolution times best-in-class. Ensure the team operates as efficiently as possible without sacrificing quality.
Build the support engine. Design and continuously improve processes, workflows, and tooling in Zendesk. Create automations that remove repetitive work and speed up resolution.
Turn support into insight. Constantly analyze where the biggest opportunities are to reduce support queries, surfacing trends to the product and customer success teams to drive fixes at the root.
Build self-serve infrastructure. Develop a robust self-serve layer (help center, documentation, in-product guidance) so clinicians can solve more on their own.
5+ years in customer support or customer experience at a B2B SaaS company, with at least 1-2 years leading a team.
Deep familiarity with Zendesk and a genuine excitement for building automations.
Lead and grow the team.
Manage, coach, and develop a team of customer support representatives.
Own hiring, training, and onboarding as the team scales.

🚀 Unmatched career growth opportunity in customer experience
👩‍⚕️ Make a tangible difference in the lives of clinicians and patients
🧠 Work on a mission that matters, backed by AI innovation and top-tier investors
Make a Real Difference - Hear from our Users:
"If I had to give Roger a rating out of 10, I'd give it an 11!
You guys changed my life!!" - G.M. from San Francisco, Registered Nurse
"Roger AI saves me hours per day.
I can easily focus on my patients now too." - J.L. from Tucson, Registered Nurse

Roger is an AI platform that frees home health clinicians from paperwork so they can focus on what matters: delivering life-changing care to our most vulnerable elderly patients in the comfort of their homes.
Experience at a fast-growing startup, ideally seed to Series B.

Stay close to clinicians. Be comfortable texting and calling customers daily. Lead by example on what great, human support looks like.
Clinicians love us because when they need help, we are fast, sharp, and human.

This listing is sourced directly from Roger Healthcare's careers page and normalized into a canonical job model.