SmarterDx
Lead Client Support Analyst
Remote (United States)
Sponsorship not specified$100k-$110kDetected 13 hours ago
SQLJiraSalesforceProcess ImprovementPerformance ManagementCustomer SupportZendesk5G/LTEEHR/EMRPatient CareCommunicationTime ManagementMentoring
About the role
- SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered.
- Most of our end users are clinical documentation improvement specialists and coders at US health systems.
Responsibilities
- Own the Zendesk QA program - daily QA reviews, ticket hygiene, close-the-loop, and compliance
- Serve as a day-to-day coach, reinforcing documented processes, and leading Support-specific "Train the Team" sessions
- Monitor and escalate team performance concerns to the Support Manager, who owns formal performance management and conversations
- Maintain deep, current expertise across all SmarterDx applications, using it to guide how the team approaches issues and strengthen how analysts leverage our tech stack
- Contribute to weekly Client Support updates - surfacing trends, recurring quality themes, team recognition, and recommended refresher topics - for the Manager's review and delivery
- Partner with Client Success Operations team on process improvement, escalation-path improvements, and cross-functional operational planning
- Back up the Client Support Manager in complex, layered conversations - internally and with clients - bringing the appropriate context and detail those discussions require
- Demonstrated ownership of day-to-day operations for a support or service function - queue management and quality programs - at a scale where you were the person things ran through
- Partnership with the Client Support Manager
- Building or improving support processes, documentation, or onboarding programs
Requirements
- Ability to work a ticket queue independently, resolving complex client issues without backup, and sound judgment on when to escalate
- Must have strong experience in at least two of the following:
- Strong organizational rigor with the ability to hold many moving pieces without dropping them
Compensation
- $100,000 - $110,000
Benefits
- Medical, Dental & Vision - Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
- Paid Parental Leave -
- Unlimited PTO & 10 Holidays - So you can relax and recharge.
- 401(k) with Traditional & Roth Options - Tax-advantaged retirement savings through Fidelity with a 4% match.
- As a Smartian, you'll help build technology that makes healthcare more accurate, sustainable, and effective for everyone.
- Own the daily rhythm of Client Support - queue health monitoring and daily team standups
- Provide hands-on coverage when needed - working the queue independently and handling complex issues and escalations
- 7+ years experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS
- Front-line Coverage & Product Depth
- Willingness to provide coverage during high-volume periods, holidays, and weekends as needed
- Experience with electronic medical record (EMR) systems or related healthcare applications
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This listing is sourced directly from SmarterDx's careers page and normalized into a canonical job model.