Job Overview
Location
United States (Remote)
Job Type
Full-time
Category
Customer Support
Date Posted
July 14, 2026
Full Job Description
📋 Description
- • Lead a team of Technical Customer Support Specialists in providing exceptional support to clinicians across 60+ home health agencies.
- • Develop and maintain processes, playbooks, and escalation paths to ensure high-quality support, even on bad days.
- • Implement and own team KPIs, including response time, resolution rate, CSAT, and escalation volume.
- • Collaborate with Product, Engineering, and Implementation teams to close systemic issues, advocate for product improvements, and ensure a consistent, high-touch experience for enterprise clients.
- • Model a clinician-centered culture, demonstrating patience, empathy, and clear communication to support non-technical users in high-stress environments.
🎯 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, with experience coaching Support Specialists through performance issues and developing high-performers.
- • Process orientation, with a proven ability to build or overhaul a support workflow.
- • Proven L2 technical chops, with the ability to diagnose root causes, write a coherent bug report, and hold your own in a conversation with engineering.
🏖️ Benefits
- • Competitive salary and benefits package.
- • Opportunity to work with a high-growth company in the healthcare industry.
- • Collaborative and dynamic work environment.
- • Professional development and growth opportunities.
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 Rzeszów, 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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