Customer Support Lead

ABOUT CODES HEALTH At Codes Health, we are building the modern platform for medical record retrieval. Legacy record retrieval is notoriously slow and unreliable; our system uses AI to deliver decision-ready records much faster and more accurately. Started just over a year and a half ago, our volume is doubling MoM with a clear path to category leadership. We support practices ranging from Plaintiff Law to Specialty Healthcare. We are a well-funded, rapidly growing team focused on growing 100x from where are today. Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution. ABOUT THE ROLE Support is where trust is won or lost. Law firms work against tight deadlines and can't afford to wait — a slow response or an unresolved issue can derail a case. As our Customer Support Lead, you'll help build and run the reactive layer of our CX function: owning ticket resolution, managing escalations, surfacing patterns, and building a small team of support agents. This is a player-coach role — you'll be handling tickets yourself while also building the systems, documentation, and processes that will let us scale support without sacrificing quality. WHAT YOU'LL OWN - Build systems to triage and resolve inbound support tickets across email, portal, and phone — first response within 2 business hours, resolution within 24–48...