Customer Support Manager

Clinically AI is a rapidly scaling healthcare AI company transforming how behavioral health and healthcare organizations manage clinical documentation, compliance workflows, chart auditing, and operational efficiency through artificial intelligence. Our platform allows clinicians, compliance teams, administrators, and healthcare organizations to reduce administrative burden, improve documentation quality, strengthen audit readiness, and operate more efficiently in increasingly complex healthcare environments. We operate at the intersection of AI, healthcare operations, workflow design, and real-world clinical execution in a market where adoption, trust, usability, and operational outcomes matter deeply.

We are seeking a Customer Support Manager to deliver an exceptional customer experience while serving as a critical bridge between our customers, implementation teams, client success teams, and product organization. This is not a traditional call-center role focused solely on answering tickets and resolving basic issues. This is a highly visible, customer-facing position responsible for helping customers succeed, troubleshooting complex workflow and technical challenges, and ensuring that feedback from the field translates into meaningful operational and product improvements.

You will work at the center of customer experience, technical troubleshooting, workflow optimization, and cross-functional collaboration. You will engage with everyone from clinicians and administrators to executive leadership teams, helping customers navigate challenges while ensuring issues are resolved efficiently and professionally. This role requires balancing empathy with execution. You must be comfortable moving between customer conversations, technical troubleshooting, workflow discussions, issue escalation, stakeholder communication, and rapid problem-solving in a fast-moving startup environment. We are looking for a support professional who understands that exceptional support is measured not only by response times and ticket resolution, but by customer trust, platform adoption, operational outcomes, and the confidence customers have in our team and technology.

This is a unique opportunity to join a rapidly growing AI company at an early stage and have a direct impact on how customer support evolves as the organization scales. Unlike traditional support environments where roles can become narrowly focused, this position offers meaningful exposure to customers, healthcare operations, AI-powered workflows, product development, and executive decision-making. You will have the opportunity to build deep expertise in one of the fastest-growing segments of healthcare technology while working alongside a highly collaborative team that values ownership, initiative, continuous learning, and professional growth.

Success in this role is measured by the trust and confidence customers place in Clinically AI. The right candidate will help create an experience where customers feel heard, supported, and empowered to succeed on our platform. You will play a key role in ensuring issues are resolved thoughtfully and efficiently, feedback reaches the right internal teams, and support operations scale without sacrificing quality. As a result, customers, leadership teams, and internal stakeholders will view our support organization as responsive, professional, reliable, and deeply invested in customer outcomes.

KEY ATTRIBUTES TO SUCCEED

• Professional Communication & Presence. You communicate clearly, confidently, and professionally with a wide range of stakeholders, including clinicians, administrators, IT teams, operational leaders, and executive leadership. You know how to adjust your communication style based on your audience while maintaining clarity and credibility.

• Customer Empathy & Relationship Building. You genuinely care about helping customers succeed. You can de-escalate challenging situations, build trust quickly, and guide conversations toward productive outcomes while maintaining efficiency and professionalism.

• Technical Curiosity & Problem Solving. You enjoy understanding how systems work and are comfortable diagnosing issues across browsers, extensions, audio devices, workflows, templates, and AI-generated outputs. You think critically through problems even when information is incomplete.

• Ownership & Accountability. You take responsibility for customer issues from intake through resolution. You follow through consistently, maintain strong organizational habits, and ensure customers never feel abandoned during the support process.

• Prioritization & Time Management. You can effectively manage multiple conversations, competing priorities, and ongoing investigations while balancing urgency, customer impact, and quality of service.

• Cross-Functional Collaboration. You serve as an effective bridge between technical and non-technical stakeholders. You can translate customer concerns into structured feedback and partner closely with engineering, implementation, client success, and leadership teams.

• Rapid Learning & Adaptability. You quickly absorb new product features, workflows, and internal processes. You thrive in environments where priorities evolve and continuous learning is expected.

• Operational Excellence. You value documentation, consistency, and process improvement. You understand that scalable support requires structure, repeatability, and strong attention to detail.

• Continuous Improvement Mindset. You actively identify recurring issues, opportunities for improvement, and patterns across customer interactions. You seek ways to improve customer outcomes while reducing friction across the organization.

• Startup Execution Mentality. You are comfortable operating in ambiguity, moving quickly, adapting to change, and helping create structure as systems and processes continue to evolve.

REQUIRED

• 2+ years of experience in customer support, technical support, customer success, operations, or client-facing roles within SaaS, healthcare technology, software, or technology-enabled environments

• Strong written and verbal communication skills with the ability to communicate effectively across technical and non-technical audiences

• Experience troubleshooting software, workflow, or technical issues in a customer-facing environment

• Active daily user of AI tools in your own workflow

PREFERRED BUT NOT REQUIRED (Nice to Have)

• Healthcare technology, behavioral health, compliance, or healthcare operations experience

• Experience supporting enterprise software platforms or B2B SaaS products

• Familiarity with HubSpot, Jira, CRM systems, ticketing systems, or support platforms

• Experience supporting clinicians, healthcare providers, or operational teams

• Experience documenting workflows, troubleshooting processes, or knowledge-base content

• Experience in startup or high-growth company environments

This is a full-time hybrid position based in San Diego, CA, with on-site work required Monday through Thursday. Clinically AI is a high-growth early-stage company, and we are intentional about building a strong in-person culture where collaboration, speed, and decision-making are central to execution.

We offer competitive compensation, healthcare coverage, and flexible time off. The base salary range for this role is $60,000–$90,000 annually, depending on experience, customer-facing expertise, technical aptitude, communication capabilities, problem-solving skills, and overall alignment with the needs of the role.

In certain cases, we may consider candidates outside of this range whose background in SaaS support, healthcare technology, technical troubleshooting, customer operations, or high-growth startup environments strongly aligns with the needs of the position. As Clinically AI continues to grow, we are committed to creating opportunities for professional development, expanded responsibility, and long-term career advancement for high-performing team members.

The interview process includes conversations focused on customer communication, troubleshooting ability, problem-solving, prioritization, and cross-functional collaboration. Final candidates may complete a practical exercise involving customer scenarios, issue diagnosis, and support workflow thinking.

Due to high interest, we will only respond to candidates who meet the basic qualifications.

Clinically AI provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or genetics.