# Customer Support Lead

**Company:** [Codes Health](https://hotfix.jobs/companies/codes-health)
**Location:** Remote
**Role:** Customer Success
**Experience:** 4+ years
**Skills:** Zendesk, Intercom, Front, Pylon, Ticketing Systems, Linear, Saas Troubleshooting, Customer Support Processes, Escalation Management, Voc Analysis
**Posted:** 2026-04-23

> Leads customer support for SaaS medical record platform, handling ticket triage, technical escalations, complaints, collections, and team building while ensuring fast resolutions and analyzing patterns for product feedback. Requires 4-6 years B2B support experience with technical troubleshooting in SaaS.

## Job Description

## Responsibilities

- 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
- Own technical support escalations: portal bugs, access issues, submission errors, document delivery failures — coordinate with engineering and track in Linear
- Manage formal complaints process: log every complaint, identify root cause, propose resolution within 48–72 hours
- Own collections follow-up: proactively manage overdue accounts while preserving customer relationships
- Build and document clear escalation paths to engineering, legal ops, or leadership
- Analyze ticket volume and themes monthly; surface top patterns to product and operations via VoC review
- Build support team — hire, onboard, and develop agents as volume grows
- Develop and maintain support documentation, FAQs, and internal runbooks

## Requirements

- 4–6 years B2B customer support experience, including 2–3 years in lead or senior IC role
- Experience handling technical support in SaaS environment; ability to troubleshoot and communicate with engineers
- Strong process and documentation instincts — build runbooks, escalation paths, playbooks
- Empathetic under pressure; de-escalate frustrated customers while coordinating fixes
- Experience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar)
- Proven ability to manage collections or billing escalations professionally
- Eagerness to hire and develop a team

**Nice-to-haves:** Legal services, healthcare, or document workflow background

## Success Metrics

- First Response Time: within 2 business hours
- Resolution Time: Standard tickets within 24–48 hours
- Complaint Closure: 100% logged, responded in 24 hours, resolved in 72 hours
- Collection Rate: Improvement in overdue resolutions
- Ticket Theme Reporting: Monthly VoC summary
- CSAT: Positive feedback trend

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**Apply:** https://hotfix.jobs/jobs/1e9c425c-006b-4bbe-80e3-37558e362095
**Canonical:** https://hotfix.jobs/jobs/1e9c425c-006b-4bbe-80e3-37558e362095