Manager, Customer Support

Healthcare documentation is broken. Nestmed is fixing it with an AI platform that gives clinicians their time back. In just one year, we’ve scaled to support tens of thousands of clinicians across more than a million patient visits. We're now the trusted partner for over 60 home health agencies, including 7 of the top 10 enterprises in the US. Our founding team—hailing from Stanford, YC, Google, and Meta—is backed by the founders of PayPal and Plaid to build the essential infrastructure for the future of the $500B home healthcare industry. About the Role Nestmed's AI documentation platform is used by clinicians across 60+ home health agencies, and when something breaks, our support team is the first call. As Manager of Customer Support, you'll lead a team of Technical Customer Support Specialists while staying hands-on as the technical escalation layer for the most complex issues that come through the queue. This is a player-coach role: you'll set the bar for what great support looks like at Nestmed, build the processes that get us there, and develop the team that delivers it. What You'll Do Team Leadership (50%) — Manage, coach, and develop a team of Technical Customer Support Specialists. Run structured 1:1s, deliver clear performance feedback, and build a culture where accountability and empathy coexist. You don't just manage the queue, you develop the people working it. Pr...