Customer Support Manager
Casechek · Remote - US · Posted Jul 2, 2026
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The Opportunity
Casechek is on a mission to innovate the implant supply chain and bring greater transparency to the cost of patient care. From procurement to payment, Casechek automates workflows for vendor supported surgical procedures.
We are hiring our first Customer Support Manager to build and scale our Support function from the ground up. This is a hands-on leadership role where you will manage a small team of Customer Support Technicians while establishing the processes, KPIs, and operational rigor needed to deliver a best-in-class customer experience.
You will define how support operates at Casechek. This includes building workflows, setting performance standards, implementing reporting, and using data to continuously improve both team performance and the customer experience.
Responsibilities
Build the Function
Establish and document scalable support processes, workflows, and SLAs
Define support coverage model, ticket routing, and escalation paths
Create and maintain a structured, usable knowledge base
Identify gaps and implement systems that improve efficiency and consistency
Own KPIs Performance
Define, track, and report on key support metrics including:
First response time
Time to resolution
Ticket volume and trends
Escalation rates
Customer satisfaction (CSAT)
Build dashboards and reporting to provide visibility to leadership
Use data to identify trends, root causes, and opportunities for improvement
Set team goals and hold the team accountable to performance standards
Team Leadership
Lead, coach, and develop a small team of Customer Support Technicians
Set clear expectations and provide consistent feedback
Drive accountability, ownership, and strong communication across the team
Support hiring and scaling the team as the company grows
Customer Experience Escalations
Act as escalation point for complex or high-impact customer issues
Ensure a consistently high-quality, empathetic, and professional support experience
Partner with Customer Success to align on customer health and retention
Cross-Functional Impact
Partner with Product and Engineering to surface bugs and advocate for product improvements
Identify recurring issues and drive upstream fixes, not just reactive support
Collaborate with Implementation and Customer Success to improve the end-to-end customer journey
Requirements
4+ years in customer support leadership, with experience owning processes or leading initiatives
Experience building or improving support operations, not just working within them
Strong analytical mindset with experience defining and using KPIs to drive performance
Experience with support tools (Salesforce preferred, Talkdesk a plus)
Excellent communication skills and ability to influence cross-functional partners
Highly organized, accountable, and comfortable operating in ambiguity
Preferred
Experience in healthcare, supply chain, or healthcare SaaS
Experience in a startup or scaling environment
Prior people management experience or readiness to step into first formal leadership role
What We’re Really Looking For
This is not a “keep the lights on” support role.
We are looking for someone who will:
Build structure where it does not yet exist
Bring clarity to what “great support” looks like
Use data to drive decisions, not just instincts
Elevate support from reactive to strategic
Why You’ll Love Working Here
Competitive Salary and Annual Bonus – The salary range for this role is $80,000 - $100,000
Opportunity for Long-Term Incentives (LTI) – Be part of our success with equity or long-term incentive plans that grow with the company.
401(k) Match – Invest in your future with our generous matching program to help you build long-term financial security.
Work-from-Home Flexibility – Enjoy the freedom to work where you're most productive with a supportive hybrid (Chicago) or remote setup (National).
Flexible Time Off (Unlimited PTO) – Recharge and focus on what matters most with unlimited paid time off tailored to your needs.
Parental Leave – Take time to bond and care for your growing family with fully paid parental leave options.
Comprehensive Medical and Dental Benefits – Prioritize your health and well-being with premium plans for you and your family.
Brand-New Pro-Level Laptop – Equipped with top-tier tools and technology to set you up for success from day one.
Annual Education Budget – Expand your skills and knowledge with dedicated funding for courses, certifications, and learning resources.