Biofourmis · 2 weeks ago
Support Operations Coordinator
United States
Full-time
Remote
Entry, Mid Level
2+ years expBiofourmis is at the forefront of health tech innovation, transforming in-home care with an AI-driven platform for personalized healthcare. The Support Operations Coordinator will ensure efficient support operations, manage workforce systems, and drive improvements in service quality and operational infrastructure.
BiotechnologymHealthPersonal HealthPredictive AnalyticsTherapeutics
Responsibilities
Own the operational infrastructure that enables our support team to succeed -- continuously improving all workforce systems, processes, and quality standards while partnering with the team to identify gaps, gather feedback, and implement solutions that drive efficiency and performance
Implement and maintain scheduling systems to ensure optimal coverage across all support channels, managing the full schedule lifecycle including shift planning, time-off approvals, coverage for unexpected absences, and timecard accuracy
Own quality management systems including peer review processes, ticket quality scoring, call monitoring, and documentation audits -- building the infrastructure that drives service excellence
Drive the creation and maintenance of support documentation, knowledge bases, and standard operating procedures (SOPs), ensuring the team has clear, up-to-date guidance for all support scenarios
Build and maintain dashboards and reports that provide visibility into key metrics including schedule coverage, CSAT, ticket resolution times, SLA adherence, and quality scores
Partner with leadership to forecast staffing needs based on ticket volume trends, seasonality, and business growth
Qualification
Required
2–5 years of experience in operations, workforce management, quality management, or related roles in fast-paced environments
Bachelor's degree in Business, Operations, or related field, or equivalent experience
Hands-on experience building and maintaining operational systems with strong systems thinking and process improvement skills -- proven track record of taking manual processes and making them scalable and repeatable
Comfortable working with data and analytics tools (Excel, Google Sheets, basic BI tools) to track performance, identify trends, and make data-driven decisions
Excellent organizational and project management skills, with meticulous attention to detail and the ability to manage multiple priorities simultaneously
Clear, direct communication style with the ability to set expectations, provide feedback, and coordinate across teams effectively
High comfort with ambiguity and building systems from scratch in 'no playbook' environments, with demonstrated ability to balance tactical execution with strategic improvements -- getting the day-to-day work done while continuously building better systems
Company
Biofourmis
Biofourmis is a biotechnology company that develops healthcare technology platforms for monitoring patients at home.
201-500 employees
H1B Sponsorship
Biofourmis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (3)
2022 (4)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$463.57MKey Investors
Intel CapitalGeneral AtlanticSoftBank Vision Fund
2024-10-21Acquired
2022-07-27Series D· $20M
2022-04-26Series D· $300M
Leadership Team
Maulik Majmudar
Chief Medical Officer and Co-Founder
Wendou Niu
Co-founder & Chief Privacy Officer
Recent News
MarketsandMarkets Research Pvt. Ltd.
2025-08-21
Company data provided by crunchbase