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Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
March 21, 2026
Full Job Description
đź“‹ Description
- • As the founding Technical Support Lead at Sonio SAS, you will establish and scale the customer support function from the ground up during a period of rapid U.S. market expansion, directly contributing to improved prenatal care outcomes by ensuring healthcare providers can effectively use AI-powered screening tools.
- • You will serve as the primary expert on Sonio’s AI-driven prenatal screening platform, managing initial customer tickets and calls to build deep product mastery, earn customer trust, and translate real-world user feedback into actionable insights for the product and engineering teams.
- • Your day-to-day responsibilities will include designing and implementing support SLAs, escalation pathways, and cross-functional workflows between Support, Engineering, and Product teams to ensure timely resolution of technical issues and seamless collaboration.
- • You will optimize HubSpot for ticket automation, reporting, and workflow efficiency while building a comprehensive self-serve knowledge base containing FAQs, troubleshooting guides, and best practices to reduce ticket volume and empower users.
- • You will recruit, onboard, and mentor a high-performing support team as the business scales, fostering a culture of technical excellence, empathy, and continuous improvement while maintaining service quality during periods of 10x growth in customer volume.
- • You will track and analyze key performance indicators including CSAT, first response time, resolution time, and cost-to-serve, using data to drive operational improvements, automate repetitive tasks, and demonstrate the strategic value of the support function.
- • You will act as the Voice of the Customer, synthesizing feedback from clinics and healthcare professionals into prioritized product recommendations that enhance usability, reduce diagnostic errors, and support Sonio’s mission of improving women’s and children’s health through technological innovation.
- • You will operate within the PST timezone to ensure timely support for U.S.-based clients, collaborating closely with the global team in France during quarterly offsites and regular virtual team-building events to align on goals and share best practices.
- • You will thrive in a mission-driven, high-growth environment where your leadership will directly impact the scalability and reliability of a life-saving medical technology used by practitioners worldwide.
🎯 Requirements
- • Minimum of 4 years of experience in technical customer support, customer success, or operations within a B2B SaaS environment
- • Proven ability to lead, coach, and manage a growing support team, including recruitment, onboarding, and performance development
- • Proficiency with ticketing and CRM platforms such as HubSpot or Zendesk, including automation, reporting, and workflow configuration
- • Familiarity with healthcare technology standards such as DICOM or HL7 is strongly preferred
- • Fluent in English with excellent written and verbal communication skills for interacting with clinical users and internal stakeholders
🏖️ Benefits
- • Comprehensive health insurance (medical, vision, dental) with up to $30,000 in annual coverage, plus FSA and HSA options
- • 401(k) retirement plan with up to 4% company match
- • Life insurance coverage equal to 2x annual salary, up to $200,000
- • Generous parental leave policy for primary and secondary caregivers
- • 20 days of paid time off annually, plus an additional week off between Christmas and New Year
- • Access to offices in Boston (HQ) and New York with free breakfast, drinks, and gym facilities
- • Flexible working hours and remote-first policies to support work-life balance
- • Commuter benefits for employees who travel to office locations
- • Annual offsite retreat in France and regular team-building activities with the U.S. team
- • Unlimited access to professional coaching and ongoing training opportunities for career development
Skills & Technologies
Senior
Remote
$115k-135k
Degree Required
About Sonio SAS
French medical-device software firm developing AI-based prenatal ultrasound decision-support tools. Founded in 2019, the company offers cloud applications that analyze fetal ultrasound images to detect anomalies, guide exam protocols, and generate structured reports for obstetricians and maternal-fetal medicine specialists across Europe and North America.
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