Customer Support Program Manager

About Knowtex

Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients.

We're currently scaling our partnership with the Department of Veterans Affairs (VA), implementing our technology across VA medical centers nationwide to serve America's Veterans and the clinicians who care for them.

The Role

As Customer Support Program Manager, you will design, build, and lead the support program that ensures VA clinicians can effectively use Knowtex to document patient encounters. You'll own the complete support infrastructure—from ticketing systems and escalation protocols to team management and technical troubleshooting—establishing the operational foundation that enables our rapid growth while maintaining exceptional service quality.

This is a strategic leadership role with hands-on execution: You'll manage support operations end-to-end while building the systems, processes, and team to scale from hundreds to tens of thousands of users. You'll serve as the bridge between VA clinicians, product engineering, and cross-functional delivery teams—translating technical issues into solutions, managing escalations, and ensuring seamless support delivery across a rapidly expanding user base.

Key Distinction: This role focuses exclusively on support program infrastructure, technical issue resolution, and team management. You'll partner closely with the Implementation Manager (who owns site deployments and go-live project management) and the Clinical Specialist (who addresses clinical workflow optimization and quality concerns requiring clinical expertise).

Location: Remote (U.S.-based, must accommodate VA healthcare operational hours)
Reports to: Director of Customer Delivery
Direct Reports: Customer Support Technician, with plans to grow team
Travel: Up to 20% (VA site visits, training events, quarterly team meetings)

What Success Looks Like

In 90 Days:

• Support program infrastructure established to scale from 200 to 7,500 users without quality degradation

• Core operational framework operational: ticketing workflows, escalation protocols, SLA definitions, metrics dashboards

• Customer Support Technician effectively managed with clear expectations, quality standards, and coaching framework

• Support documentation foundation complete: troubleshooting guides, escalation procedures, knowledge base structure

• Critical technical issues resolved averaging <2 hours; standard issues <24 hours

• User satisfaction maintained at ≥85%

• Multi-tiered support model (L1, L2, L3) designed with clear escalation criteria

In 6 Months:

• Support team of 3-5 members fully trained and performing independently with clear role definitions

• Self-service knowledge base reducing Tier 1 ticket volume by 30%

• Proactive pattern analysis identifying systemic technical issues and driving product improvements

• Support metrics integrated into quarterly RE-AIM evaluation framework

• Quality assurance program operational with coaching, performance reviews, and continuous improvement

• Established escalation partnerships with Engineering for complex bugs and product issues

• 99.5%+ system uptime maintained through rapid technical issue detection and coordinated response

In 1 Year:

• Support program scaled to 25,000+ users with sustained quality metrics

• Multi-tiered support structure fully operational (L1, L2, L3) with documented career pathways

• Support team recognized as technical product experts and trusted partners

• Measurable impact demonstrated: improved resolution times, increased first-contact resolution, high CSAT scores

• Support data analytics driving strategic insights for product roadmap and Engineering priorities

• Scalable technical processes and documentation enabling continued growth to 150,000 users

• Knowledge management system comprehensive and reducing support volume measurably

Key Responsibilities

1. Support Program Strategy & Operations (30%)

• Design and lead support program infrastructure: Establish vision, strategy, and operational framework for technical support at scale; implement ticketing systems, escalation protocols, and SLA definitions

• Build operational infrastructure: Deploy and manage support tools (ticketing platform, knowledge base, analytics dashboards, reporting frameworks)

• Define and monitor KPIs: Track response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends, escalation rates, and support efficiency metrics

• Establish multi-tiered support model: Design L1 (frontline), L2 (technical escalation), and L3 (subject matter expert) structure with clear escalation criteria and role definitions

• Drive continuous improvement: Analyze support data to identify patterns, systemic issues, and opportunities for process optimization; implement data-driven solutions

• Manage program budget and resources: Forecast support needs, manage vendor relationships, optimize resource allocation across growing user base

  2. Technical Issue Resolution & Escalation Management (25%)

• Oversee technical troubleshooting: Guide resolution of complex issues including authentication failures, EHR integrations (VistA/Cerner), SMART on FHIR API problems, recording quality, and system performance

• Manage escalation to Engineering: Establish protocols for bug escalation, track critical product issues, coordinate cross-functional response to technical problems

• Partner with Clinical Specialist: Escalate issues requiring clinical workflow expertise while owning technical aspects of resolution

• Lead crisis response: Coordinate rapid response to system outages, critical bugs, and high-impact incidents affecting patient care delivery

• Develop diagnostic frameworks: Create troubleshooting methodologies, decision trees, root cause analysis templates, and technical documentation

• Monitor Support Technician performance: Provide technical guidance on ticket handling, review escalation decisions, coach on complex troubleshooting

  3. Support Team Management & Development (20%)

• Directly manage Customer Support Technician: Provide daily oversight, coaching, quality assurance, and performance management for Vincent Sotelo

• Recruit and onboard talent: Hire additional support team members as program scales; develop comprehensive onboarding programs transferring product and VA system knowledge

• Establish quality assurance program: Implement coaching frameworks, performance metrics, ticket review processes, and continuous feedback mechanisms

• Develop support training curricula: Create role-specific training covering product expertise, VA workflows, technical troubleshooting, and customer engagement

• Foster high-performance culture: Build resilient, empathetic, mission-driven team capable of sustained performance under pressure

• Create career pathways: Mentor team members