Location: Onsite, San Francisco HQ

Compensation: $180K – $250K + Equity

About The Organization

A fast-growing healthcare technology company building the operating system for hospital operations, starting with staffing and scheduling optimization. Its platform transforms manual, spreadsheet-heavy processes into automated workflows, freeing up thousands of hours and reducing labor costs significantly.

In under six months, the company has reached 7-figures in ARR and is backed by leading investors and health systems. The team is small, ambitious, and composed of repeat founders, engineers, and problem-solvers from top institutions.

Role Overview

The Head of Support will serve as the founding leader of the Support function, joining an initial team of three and scaling it into a world-class operation of 8–10 people by year-end. This is a player-coach role: directly involved in key accounts and escalations while building the systems, processes, and team that will define how hospitals are supported for years to come.

Key Responsibilities

Team Leadership

Build and scale the support team from 3 to 8–10 specialists by year-end
Define the quality bar, operating cadence, and culture of the support organization
Hire, onboard, and develop support talent

Customer Experience

Personally handle complex escalations and high-stakes accounts
Ensure hospitals can successfully operate critical staffing workflows at all times
Be responsive across channels — email, SMS, video, and in-person

Systems & Processes

Design and implement support tooling, ticketing workflows, SLAs, and escalation paths
Build a knowledge base and documentation infrastructure that scales with the team
Establish proactive operating cadences

Cross-Functional Partnership

Collaborate with Engineering to reproduce bugs, surface patterns, and accelerate fixes
Partner with Customer Success to ensure continuity across the customer journey
Provide product insights and customer feedback to influence roadmap priorities

Must-Have Qualifications

6–10+ years in Customer Support, Support Operations, or Technical Support within high-growth SaaS or startup environments
Experience scaling a support function at a high-growth startup
Confident leader capable of owning a function in a small, evolving team structure
Technical capability with APIs, data integrations, SQL, and troubleshooting complex issues
Player-coach mentality — willing to do the work alongside the team
Onsite presence in San Francisco (not a remote role)
Thrives in ambiguity, moves fast, and defaults to ownership

Compensation & Package

Base salary: $180K – $250K
Equity included

Skills: high-growth,saas,customer support,operations

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Head of Support

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