Codes Health

Customer Support Lead

United States · Senior

Sponsorship not specified$24k-$48kDetected 90 days ago

Customer SupportZendeskIntercomLeadership

About the role

Law firms work against tight deadlines and can't afford to wait - a slow response or an unresolved issue can derail a case.
Analyze ticket volume and themes monthly; surface the top patterns to product and operations through a structured VoC review

Build systems to triage and resolve inbound support tickets across email, portal, and phone - first response within 2 business hours, resolution within 24-48 hours for standard issues
portal bugs, access issues, submission errors, document delivery failures - coordinate with the engineering team and track items in Linear
proactively manage overdue accounts through a structured process, preserving the customer relationship while resolving the outstanding balance
Build the support team - hire, onboard, and develop support agents as volume grows
Develop and maintain support documentation, FAQs, and internal runbooks so resolutions are consistent and repeatable
Support is where trust is won or lost.
As our Customer Support Lead, you'll help build and run the reactive layer of our CX function: owning ticket resolution, managing escalations, surfacing patterns, and building a small team of support agents.
This is a player-coach role - you'll be handling tickets yourself while also building the systems, documentation, and processes that will let us scale support without sacrificing quality.
Own technical support escalations: portal bugs, access issues, submission errors, document delivery failures - coordinate with the engineering team and track items in Linear
Manage the formal complaints process: log every complaint, identify root cause, propose resolution within 48-72 hours, and ensure nothing falls through the cracks

At Codes Health, we are building the modern platform for medical record retrieval.
We support practices ranging from Plaintiff Law to Specialty Healthcare.
Codes Health · Customer Experience · Hiring 2026

Build and document clear escalation paths: know when to involve engineering, legal ops, or leadership - and communicate timelines clearly to customers
We are a well-funded, rapidly growing team focused on growing 100x from where are today.
Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution.

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