Customer Support Program Manager

Location: Remote (U.S.-based, must accommodate VA healthcare operational hours)

Reports to: Director of Customer Delivery

Direct Reports: Customer Support Specialists

Travel: Up to 20% (VA site visits, training events, quarterly team meetings)

About Knowtex

Knowtex is transforming healthcare documentation through ambient AI scribing technology. This position sits across both commercial and federal deployments and we’re scaling quickly. We're partnering with the Department of Veterans Affairs to deploy our solution across the VA healthcare system, helping clinicians reduce documentation burden, reclaim time for patient care, and combat burnout.

We're in a critical growth phase: scaling from 7,500 to 80,000 users over the next 90 days, with plans to reach 150,000 users within 3 years. This is a high-impact, high-visibility role.

The Role

As Customer Support Program Manager, you will design, build, and lead the support program that ensures 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 thousands to tens of thousands of users. You'll serve as the bridge between 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 Responsibilities

• Support Program Strategy & Operations
• Technical Issue Resolution & Escalation Management
• Support Team Management & Development
• Knowledge Management & Self-Service
• Customer Success & Retention
• Cross-Functional Collaboration

Required Qualifications

Experience: 5+ years in support operations, program management, or technical operations with demonstrated success building, scaling, or optimizing customer support programs.

How to Apply

Please submit your resume along with a brief cover letter addressing:

• Your experience building or managing technical support programs in healthcare technology or similar environments
• Your approach to scaling support operations while maintaining quality and team performance
• Why you're passionate about supporting VA clinicians and Veterans