Head of Support

The Company

Hospitals still run their most important operations — staffing, labor planning, and capacity — on paper, spreadsheets, and guesswork. It’s a system that wastes thousands of hours and millions of dollars every year.

Vitalize replaces this with intelligent, automated staffing operations. Our platform brings real-time decision support to clinical leaders, eliminating manual work, reducing unnecessary labor spend, and unlocking patient capacity for hospitals.

We’ve raised more than $30M in total funding, are already live across 20+ hospitals, and are scaling fast!

About the Role

At Vitalize, support isn't table stakes, it's a core differentiator. We sell large enterprise contracts to health systems where thousands of nurses, managers, and executives depend on our platform for critical daily operations. The quality of our support directly impacts whether hospitals trust us with their most important workflows.

We're hiring a Head of Support to build and lead our support function through its next phase of growth — from a strong but reactive team of 3 into a proactive, data-driven operation that scales with our customer base. You'll work alongside a scrappy, effective team from day one. You'll build the foundation for how Vitalize supports hundreds of hospitals, not just a handful — turning customer experience into structured, actionable insights that shape the product roadmap and drive real outcomes across Customer Success, Product, and Engineering.

This is a player-coach role. You’ll focus ~70% building systems and leading the team, but are also expected to roll up your sleeves and be hands-on for the most complex and escalated tickets + customer situations. As the function grows, this ratio is likely to change.

What You'll Do

Build the Systems That Scale

• Own support KPIs end-to-end: time to first response, resolution time, customer satisfaction, ticket deflection

• Design and implement scalable workflows, playbooks, and living documentation that reduce manual work and stay current — documentation should be built in the workflow, not as an afterthought

• Identify repetitive support patterns and eliminate them through tooling, automation, or better product — treat internal ops as a product to continuously improve

• Build real-time visibility into support health: dashboards for ticket volume, resolution time, recurring issues, and customer health signals

Lead and Develop the Team

• Manage a team of 3 support engineers, with the mandate to grow the function over time — you'll identify the right hires based on our unique business context, not just generic CS profiles

• Establish team rituals (stand-ups, ticket reviews, escalation protocols) that drive accountability and quality

• Coach and develop team members to handle increasingly complex issues independently

• Stay close to the queue yourself — not to fill capacity, but to stay grounded in reality so you can make better decisions about hiring, tooling, and process

Be the Voice of the Customer

• Synthesize support interactions into structured, actionable feedback for the product team — not just passing along tickets, but identifying systemic patterns and driving fixes

• Build the feedback loop between support, success, and product that doesn't exist today

• Own incident response end-to-end: triage, communication, resolution, and post-mortem

• Run customer-facing enablement: office hours, trainings, and proactive communication that reduces ticket volume at the source

Enable the Business

• Position support as a strategic function that enables product, deployments, and customer success — not a back-office ticket queue

• Work closely with Customer Success to ensure the success team can focus on strategic, value-driving work rather than firefighting

• Collaborate with Product and Engineering to inform the roadmap, and ensure customer problems are solved at the root

• Surface customer health signals that inform executive conversations and account strategy

• Understand the complexity of our enterprise customers — configurations, customer-specific workflows, and the political dynamics of health system stakeholders

What We're Looking For

• 3–8+ years of experience, with at least 2 years in a support or CX leadership role

• Early-stage operating experience at a tech startup (Seed → Series C) — you understand the pace, ambiguity, and scrappiness required

• Has managed or led a team through a period of growth or change

• Systems thinker with an automation bias

• Strong customer communicator — comfortable running trainings + office hours with non-tech savvy end-users

• High-agency executor who acts without waiting for instruction, owns outcomes end-to-end, and closes loops relentlessly

• Product-minded — you've influenced product decisions based on support data. You treat support and product as deeply connected, not separate domains

Nice-to-Haves:

• Ops experience at a high-growth SaaS company (saw multiple funding rounds / part of the growth journey)

• Experience supporting complex enterprise products with non-technical end users (healthcare, education, government)

• Healthcare or health system experience

This Role Is Not For You If...

• You want to manage a team but not touch tickets. This is a player-coach role.

• You lead with frameworks from past companies before learning how things work here.

• You're not comfortable with ambiguity. The role will evolve as we grow — you'll shape it, not inherit a playbook.

• You need detailed onboarding or step-by-step direction.

• You see support as a stepping stone to a different function, not a career you're building.

Location

• In-Person, San Francisco, CA

• In-office 3 days/week minimum

Benefits:

• Medical, dental, and vision insurance

• 401k and 401k match

• Flexible PTO

• Bi-annual company retreats

• Free Lunch and Dinner in-office

• Relocation Bonus ($5000)

• Reimbursement for desk setup, gym subscription, and commute