zh healthcare, inc.
Website:
bluebrix.health
Job details:
About blueBriX
blueBriX is a digital health innovator on a mission to revolutionize healthcare access — empowering the creators of digital health solutions with a platform that inspires, educates, and equips. We specialize in Electronic Health Record (EHR) solutions built around four core pillars: Care Coordination, Patient Engagement, Revenue Cycle Management, and Reporting & Analytics. Together, these help healthcare organizations deliver better outcomes through smarter, more connected technology. Headquartered in Maryland, USA, with an Offshore Delivery Center in Kochi, Kerala, our 200+ strong global team serves clients in over 100 countries across four continents.
The Role
As Technical Support Lead, you will own the day-to-day operational backbone of our L1 Customer Support function — ensuring that every ticket is handled with precision, every SLA is met, and every team member is equipped to perform at their best. This is not a passive supervisory role. You will be directly accountable for workforce allocation, queue health, shift continuity, and the quality of support delivered to healthcare organizations who depend on blueBriX to run critical clinical workflows. You will be the first line of escalation leadership — the person who bridges the gap between frontline agents and the L2/L3 teams resolving complex technical issues.
Beyond daily operations, you will shape how the support team grows. You will coach agents, run performance reviews, audit ticket quality, and design the SOPs and workflows that raise the floor across the board. You will also serve as the voice of the customer inside the organization — surfacing trends, flagging risks, and driving process improvements that reduce friction and improve satisfaction over time.
Your leadership will directly determine the quality of experience that healthcare providers, administrators, and clinical teams have with the blueBriX platform — and by extension, the outcomes their patients receive.
What You'll Do
- Lead L1 Operations — Manage daily team workflows including workload allocation, queue monitoring, shift handovers, and real-time SLA compliance across all active support tickets.
- Drive Performance Management — Conduct structured performance reviews, coach team members on product knowledge and communication skills, track KPIs consistently, and develop targeted improvement plans for underperforming agents.
- Own Quality Assurance — Audit ticket quality and customer communication regularly, enforce SOP compliance, and maintain support standards that reflect blueBriX's commitment to clinical-grade reliability.
- Handle Escalations with Ownership — Take direct responsibility for customer escalations, coordinate seamlessly with L2 and L3 technical teams, and ensure customers receive timely and transparent communication throughout resolution.
- Improve Processes Continuously — Identify operational gaps through support data, develop and update SOPs, streamline workflows, and proactively recommend automation opportunities that reduce manual effort and ticket volume.
- Report with Clarity — Prepare and present operational dashboards, surface support metric trends to leadership, and bring forward risk flags alongside concrete action plans — not just data.
- Build Team Capability — Mentor agents across product knowledge, soft skills, and technical troubleshooting so the team grows in competence and confidence over time.
- Champion Customer Satisfaction — Analyze CSAT feedback, identify root causes of dissatisfaction, and lead initiatives that drive measurable improvements in the customer experience.
What We're Looking For
Must-Have
- Bachelor's degree in Computer Science, Information Technology, Healthcare Administration, Life Sciences, or a related discipline.
- 6–8+ years of hands-on experience in Customer Support, Application Support, or Product Support within the Healthcare IT domain.
- Minimum 2 years of experience leading, supervising, or formally mentoring support teams in a structured environment.
- Proven ability to manage SLA compliance, ticket queues, and shift operations in a multi-agent support center.
- Strong data analysis skills — comfortable pulling, interpreting, and presenting support metrics to drive operational decisions.
- Advanced knowledge of Healthcare IT products — EHR systems, clinical workflows, or health information systems — with the ability to guide agents through complex product scenarios.
- Excellent written and verbal communication skills with demonstrated experience handling customer escalations professionally and effectively.
Good to Have
- Familiarity with ITSM or ticketing platforms such as Freshdesk, Zendesk, Jira Service Management, or ServiceNow.
- Exposure to support automation tools, chatbot workflows, or AI-assisted ticket triaging.
- Experience working with US-based healthcare clients or across international time zones.
- Understanding of HIPAA compliance requirements and data sensitivity standards in healthcare support contexts.
- Experience contributing to or designing SOPs and support playbooks from scratch.
What Makes This Role Unique
- Real Ownership, Not Just Oversight — You will not simply monitor a team. You will build one — shaping how agents perform, how processes run, and how customers experience support at blueBriX.
- Healthcare Impact at Scale — The support you lead directly enables clinical teams and healthcare administrators in over 100 countries to deliver patient care without disruption. The stakes are real.
- Cross-Functional Visibility — You will work closely with L2, L3, Product, and Engineering teams — giving you a strategic view of the platform that most support leads never access.
- A Culture That Values Process Builders — blueBriX rewards people who identify problems and fix them. If you spot a gap, you will have the authority and support to close it.
- Leadership Development on an Active Stage — This role positions you at the center of a growing support organization, with clear opportunities to expand your scope as the team and product portfolio scale.
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