CustomerSupportLead

ABOUT ROGER Roger is an AI platform that frees home health clinicians from paperwork so they can focus on what matters: delivering life-changing care to our most vulnerable elderly patients in the comfort of their homes. Backed by leading healthcare investors like SignalFire, we've powered millions of visits, deployed to thousands of clinicians, and we're just getting started. In an industry full of legacy players and clunky software, we win on service. Clinicians love us because when they need help, we are fast, sharp, and human. That reputation is one of our biggest competitive advantages, and this role exists to protect and scale it. WHY THIS ROLE EXISTS This isn't a "manage the queue" position. You'll be equal parts people leader, operator, and analyst: leading the team day to day while constantly asking where the biggest opportunities are to reduce support volume, improve the product, and build self-serve infrastructure that lets clinicians solve problems on their own. This is a high-ownership role with real impact. As Roger scales, you'll have the opportunity to grow the team and grow into a broader customer experience leadership role. WHAT YOU'LL DO - Lead and grow the team. Manage, coach, and develop a team of customer support representatives. Own hiring, training, and onboarding as the team scales. - Keep service exceptionally fast. Own SLAs and keep response and resolution times best-in-class. Ensure the team operates as efficiently as possible without sacrificing quality. - Build the support engine. Design and continuously improve processes, workflows, and tooling in Zendesk. Create automations that remove repetitive work and speed up resolution. - Turn support into insight. Constantly analyze where the biggest opportunities are to reduce support queries, surfacing trends to the product and customer success teams to drive fixes at the root. - Build self-serve infrastructure. Develop a robust self-serve layer (help center, documentation, in-product guidanc