Job Overview
Location
Canada (Remote)
Job Type
Full-time
Category
Customer Support
Date Posted
July 14, 2026
Full Job Description
đź“‹ Description
- • Healthcare documentation is broken, and Nestmed is fixing it with an AI platform that gives clinicians their time back.
- • As Manager of Customer Support, you'll lead a team of Technical Customer Support Specialists while staying hands-on as the technical escalation layer for the most complex issues that come through the queue.
- • This is a player-coach role: you'll set the bar for what great support looks like at Nestmed, build the processes that get us there, and develop the team that delivers it.
- • Team Leadership (50%) — Manage, coach, and develop a team of Technical Customer Support Specialists.
- • Process & Playbook Development — Build and maintain the escalation paths, triage frameworks, response templates, and SLA standards that keep the team operating at high quality, even on bad days.
- • Performance & Metrics — Implement and own team KPIs: response time, resolution rate, CSAT, escalation volume.
- • L2 Escalation (30%) — Step in on complex, unresolved, or high-sensitivity tickets that require deeper technical investigation.
- • Cross-Functional Partnership — Collaborate with Product, Engineering, and Implementation to close the loop on systemic issues, advocate for product improvements surfaced by support trends, and ensure enterprise clients receive a consistent, high-touch experience.
- • Hiring & Onboarding — Partner with recruiting to grow the team as volume scales.
- • Clinician-Centered Culture — Model the patience, empathy, and communication standard you expect from your team.
🎯 Requirements
- • 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS
- • People leadership track record — you've coached Support Specialists through performance issues, developed high-performers, and built team culture intentionally, not accidentally
- • Process orientation — you've built or overhauled a support workflow before and have opinions about what good triage, escalation, and documentation look like
- • Proven L2 technical chops — you can diagnose root causes, write a coherent bug report, and hold your own in a conversation with engineering
- • Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
- • Communication range — clear with your team, credible with engineering, and plain-spoken with clinicians who don't have time for jargon
- • Zendesk proficiency — or a comparable platform; you're managing in the tooling, not learning it
🏖️ Benefits
- • Competitive salary
- • Comprehensive benefits package
- • Opportunity to work with a talented team of professionals
- • Professional development opportunities
- • Flexible work arrangements
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Nestmed Sp. z o.o.
Nestmed is a Polish medical device manufacturer that designs and produces single-use surgical instruments and kits for laparoscopy, gynecology, urology and general surgery. Operating from its ISO 13485-certified facility in RzeszĂłw, the company offers sterile-packed instruments including trocars, graspers, scissors and suction-irrigation sets, emphasizing safety, precision and cost efficiency for hospitals and clinics across Europe.
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