Head of Support

Head of Support

Job Type: Full-Time

Location: Onsite – San Francisco, CA

Compensation: $180K – $250K + Equity

Role Overview

This is a founding leadership role for the Support function. You will join an initial team of three and scale it into a world-class operation of 8–10 people by the end of the year. This is a player-coach position: you’ll be directly involved in key accounts and escalations while also building the systems, processes, and team that will define how hospitals are supported for years to come.

Must-Have Qualifications

• Customer support experience — 6–10+ years in Customer Support, Support Operations, or Technical Support within high-growth SaaS or startup environments.
• Scaling expertise — Experience scaling support functions at high-growth startups; clear understanding of what “good” looks like.
• Leadership skills — Ability to own and lead a function even when the team is small and structure is still forming.
• Technical capability — Comfortable with APIs, data integrations, SQL, and troubleshooting complex technical issues.
• Player-coach mindset — Willingness to handle escalations directly while building the team.
• Onsite collaboration — Excited to work onsite in San Francisco; this is not a remote role.
• Ownership mentality — Thrives in ambiguity, moves fast, and defaults to ownership.

About the Role

You will work directly with founders and partner closely with Product, Engineering, and Customer Success to ensure hospitals can successfully run their most critical workflows. This role requires strong judgment, technical depth, and the ability to balance immediate escalations with long-term organizational scaling.

Key Responsibilities

Lead and Build the Support Team

• Team growth — Hire, onboard, and develop support specialists.
• Culture building — Define the quality bar, operating cadence, and team culture.
• Scaling — Grow the team from 3 to 8–10 by year-end while maintaining high standards of customer experience.

Own the Customer Support Experience

• Escalation management — Personally manage complex escalations and high-stakes accounts.
• Workflow assurance — Ensure hospitals can successfully operate critical staffing workflows at all times.
• Responsiveness — Be available across email, SMS, video, and in-person channels when needed.

Build Systems and Processes

• Support tooling — Implement ticketing workflows, SLAs, and escalation paths.
• Knowledge base — Create scalable documentation and knowledge infrastructure.
• Operating cadence — Build proactive systems that prevent issues before they arise.

Partner Cross-Functionally

• Engineering collaboration — Reproduce bugs, surface patterns, and accelerate fixes.
• Customer Success alignment — Ensure continuity across the customer journey.
• Product feedback — Provide insights to influence roadmap priorities.

About the Organization

A healthcare technology company building the operating system for hospital operations, starting with staffing and scheduling optimization. Current hospital workflows often rely on paper, spreadsheets, or large manual teams. This platform transforms those processes into autonomous systems, saving thousands of hours and reducing labor costs significantly. Within months of launch, the organization has achieved rapid revenue growth and is backed by leading investors. The team is composed of ambitious builders with strong technical and product backgrounds.