Lead Client Support Analyst

Role

SmarterDx is seeking a Lead Client Support Analyst to serve as the operational owner of our Client Support team. You will keep day-to-day operations running smoothly, ensure delivery of the highest quality support to clients, and bring senior, hands-on Support expertise to our most complex client issues.

This role reports to the Client Support Manager and is an individual-contributor role with true ownership. You'll own the operational backbone that keeps SmarterDx’s Client Support team running, proactively identify risks to quality and client account health, develop the team through coaching and training, and stay close to the front line — working the queue yourself when the team needs it, including occasional coverage during high-volume periods, holidays, and weekends.

Most of our end users are clinical documentation improvement specialists and coders at US health systems. Everything you own — queue health, quality assurance, and the team's daily rhythm — exists to ensure we deliver white-glove support to our clients. You'll unlock the Client Support Manager's capacity to lead the team and advance our cross-functional priorities.

We're looking for someone with the operational instincts and technical depth to take real ownership from the start. You may not arrive with every piece in place — but you'll bring the judgment and drive to get there quickly, and we'll invest in you as you do.

**This role is fully remote within the US, preferably working Eastern or Central business hours**

What You'll Do

Daily Operations & Quality Management

• Own the daily rhythm of Client Support — queue health monitoring and daily team standups
• Own the Zendesk QA program — daily QA reviews, ticket hygiene, close-the-loop, and compliance
• Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting — surfacing prioritized post-production customer challenges and driving decisions on the highest-impact issues 
• Identify repeat quality and ticket trends, channeling them into coaching, refresher training, and process updates
• Handle Zendesk administration and monitor omnichannel routing functionality

Team Development

• 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

Front-line Coverage & Product Depth

• Provide hands-on coverage when needed — working the queue independently and handling complex issues and escalations
• 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

Partnership with the Client Support Manager

• 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

What You Bring

• 7+ years experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS
• 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
• 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:
  • Quality assurance or audit programs — reviewing work, identifying trends, and translating findings into coaching and process improvements
  • Coaching, mentoring, or training peers and junior team members
  • Building or improving support processes, documentation, or onboarding programs
• Strong organizational rigor with the ability to hold many moving pieces without dropping them
• Excellent communication skills, with the ability to represent Support in complex conversations, internally and with clients
• Well-versed in Zendesk, Jira, or similar ticketing tools, including administrative functions
• Calm and steady under pressure, with excellent time management and prioritization in a remote environment
• Willingness to provide coverage during high-volume periods, holidays, and weekends as needed

Nice to Haves

• Salesforce and/or SQL experience
• Experience with electronic medical record (EMR) systems or related healthcare applications
• Knowledge of medical terminology and hospital workflows
• Prior experience in a lead, senior, or coordinator capacity

Compensation

$100,000 - $110,000