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Hinge Health · 2 hours ago

Support Systems Manager

United States

Full-time

Remote

Mid, Senior Level

$128K/yr - $192K/yr

3+ years exp

Hinge Health is a company focused on using technology to improve healthcare delivery, particularly for musculoskeletal conditions. The Support Systems Manager will oversee the systems and tools for the customer support organization, ensuring they are effective and aligned with business goals while collaborating with various teams to enhance system performance.

Health CareMedicalTherapeutics

Responsibilities

Partner closely with the Support Leader who manages our staff and the Self-Service/AI Solutions Leader to ensure system requirements are met in order to provide a balanced ‘Human + AI Self-Service’ solution

Lead the administration, optimization, and continuous improvement of customer support systems (such as ticketing platforms, knowledge bases, and communication tools)

Collaborate with cross-functional teams and stakeholders to identify system needs, manage projects, and implement new features or platforms

Oversee system configuration, user management, and data integrity, ensuring adherence to security and compliance standards

Monitor system performance, analyze metrics, and provide regular reports to management

Serve as the escalation point for complex system issues and coordinate resolutions with IT and vendors

Provide coaching, training, and documentation for system users and support teams

Stay informed on industry trends and best practices to recommend and implement relevant improvements

Qualification

Customer support systems managementZendeskSalesforce Service CloudProject managementAnalytical skillsVendor managementAPI integrationsProcess improvement methodologiesSaaS platforms experienceProblem-solvingCommunication skillsLeadership skills

Required

Proven experience managing customer support or service management systems

Experience with platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar

Strong project management and leadership skills

Excellent analytical, problem-solving, and communication abilities

Ability to work collaboratively across teams and levels

Preferred

Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field

3+ years of experience administering or managing customer support systems or similar SaaS platforms

Certifications in relevant platforms (e.g., Zendesk Admin, Salesforce Administrator, ITIL Foundation)

Familiarity with process improvement methodologies (e.g., Lean, Six Sigma)

Experience with API integrations or basic scripting/automation

Ability to manage vendor relationships and negotiate service level agreement

Benefits

Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.

Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

Modern life stipends: Manage your own learning and development

Grow with us through discounted company stock through our ESPP with easy payroll deductions.