Codes Health
Customer Support Lead
2mo ago
USALeadRemoteticketing systemscustomer supportescalation management
Lead customer support operations including ticket resolution, escalation management, and team building at a healthcare tech company.
Responsibilities
- Support is where trust is won or lost. Law firms work against tight deadlines and can't afford to wait — a slow response or an unresolved issue can derail a case. As our Customer Support Lead, you'll help build and run the reactive layer of our CX function: owning ticket resolution, managing escalations, surfacing patterns, and building a small team of support agents. This is a player-coach role — you'll be handling tickets yourself while also building the systems, documentation, and processes that will let us scale support without sacrificing quality.
Requirements
- 4–6 years of B2B customer support experience, including at least 2–3 years in a lead or senior individual contributor role
- Experience handling technical support in a SaaS environment — you don't need to be an engineer, but you can credibly troubleshoot and communicate with one
- Strong process and documentation instincts — you build runbooks, escalation paths, and playbooks because you know scale requires it
- Empathetic under pressure — you can de-escalate a frustrated partner at a law firm while simultaneously coordinating a fix with engineering
- Experience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar)
- Proven ability to manage collections or billing escalations with professionalism and relationship preservation
- Eagerness to hire and develop a team as volume demands it
- Legal services, healthcare, or document workflow background a strong plus
Other
- At Codes Health, we are building the modern platform for medical record retrieval. Legacy record retrieval is notoriously slow and unreliable; our system uses AI to deliver decision-ready records much faster and more accurately.
- Started just over a year and a half ago, our volume is doubling MoM with a clear path to category leadership. We support practices ranging from Plaintiff Law to Specialty Healthcare. We are a well-funded, rapidly growing team focused on growing 100x from where are today.
- Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution.
- Build systems to triage and resolve inbound support tickets across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard issues
- Own technical support escalations: portal bugs, access issues, submission errors, document delivery failures — coordinate with the engineering team and track items in Linear
- Manage the formal complaints process: log every complaint, identify root cause, propose resolution within 48–72 hours, and ensure nothing falls through the cracks
- Own collections follow-up: proactively manage overdue accounts through a structured process, preserving the customer relationship while resolving the outstanding balance
- Build and document clear escalation paths: know when to involve engineering, legal ops, or leadership — and communicate timelines clearly to customers
- Analyze ticket volume and themes monthly; surface the top patterns to product and operations through a structured VoC review
- Build the support team — hire, onboard, and develop support agents as volume grows
- Develop and maintain support documentation, FAQs, and internal runbooks so resolutions are consistent and repeatable
- First Response Time: < 2 business hours for all inbound tickets during business hours
- Resolution Time: Standard tickets resolved or workaround provided within 24–48 hours
- Complaint Closure Rate: 100% of complaints logged, responded to within 24 hours, resolved within 72 hours
- Collection Rate: Improvement in overdue account resolution through a structured follow-up process
- Ticket Theme Reporting: Monthly VoC summary delivered to product and leadership
- CSAT / Satisfaction Signal: Positive feedback trend from customers on support interactions
- Codes Health · Customer Experience · Hiring 2026