Readily Available Interim Customer Support Lead | VC-Backed B2B Healthtech SaaS
Harmonic Finance Inc ™ | Certified B Corp, Boston, MA, United States
Readily Available Interim Customer Support Lead | VC-Backed B2B Healthtech SaaS | Boston (Hybrid)
The Client
This client is an AI-powered healthtech startup born out of a multi-year collaboration between leading academic medical centers and top-tier engineering institutions in Europe. This business has developed patented algorithms and a proprietary clinical database to help practitioners improve ultrasound screening accuracy, reduce diagnostic errors, and optimize care pathways for expectant mothers. With a clear mission to expand access to high-quality women's and children's health outcomes through technology, they are now scaling rapidly across the United States; partnering with major clinical networks and onboarding new health system clients at an accelerating pace.
The Role This is an opportunity to own and build a support function at a company experiencing hypergrowth in the US market. Reporting to the Director of Operations, this role is for someone who sees a blank slate as an opportunity. The customer base is scaling rapidly and this position will be responsible for building the support function that grows with it. The right candidate will be hands-on, close to the product and customers before building out the systems, tooling, and team capable of sustaining growth without compromising the experience
Responsibilities
Handle tickets and calls directly to build deep product knowledge and earn customer trust
Design and implement the core support ticket infrastructure: SLAs, escalation paths, and cross-functional workflows with Engineering and Product
Optimize the CRM/ticketing environment (automations, reporting, routing) and build out a self-serve knowledge base including FAQs and troubleshooting guides
Serve as the voice of the customer, translating support patterns and user feedback into actionable product insights
Define and track key operational KPIs and build automations to drive ongoing efficiency
Champion team autonomy and maintain quality standards throughout a period of significant scale
What We Need to See (Essential)
3-5 years of B2B SaaS experience in Technical Support, Customer Support, or Operations
Experience in implementing modern support/ticketing platforms (e.g. Zendesk, Pylon or similar)
Proficiency in maintaining & utilizing ticketing CRMs
Demonstrated ability to thrive in hypergrowth environments and build processes from zero
Comfort working across time zones (specifically West Coast)
Genuine alignment with the company's mission in women's and children's health
What We’d Like to See (Bonus)
Experience in a healthcare or regulated SaaS environment
Familiarity with building or scaling a support function at a Series A-C stage company
Experience with CRM automation and reporting
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The Role This is an opportunity to own and build a support function at a company experiencing hypergrowth in the US market. Reporting to the Director of Operations, this role is for someone who sees a blank slate as an opportunity. The customer base is scaling rapidly and this position will be responsible for building the support function that grows with it. The right candidate will be hands-on, close to the product and customers before building out the systems, tooling, and team capable of sustaining growth without compromising the experience
Responsibilities
Handle tickets and calls directly to build deep product knowledge and earn customer trust
Design and implement the core support ticket infrastructure: SLAs, escalation paths, and cross-functional workflows with Engineering and Product
Optimize the CRM/ticketing environment (automations, reporting, routing) and build out a self-serve knowledge base including FAQs and troubleshooting guides
Serve as the voice of the customer, translating support patterns and user feedback into actionable product insights
Define and track key operational KPIs and build automations to drive ongoing efficiency
Champion team autonomy and maintain quality standards throughout a period of significant scale
What We Need to See (Essential)
3-5 years of B2B SaaS experience in Technical Support, Customer Support, or Operations
Experience in implementing modern support/ticketing platforms (e.g. Zendesk, Pylon or similar)
Proficiency in maintaining & utilizing ticketing CRMs
Demonstrated ability to thrive in hypergrowth environments and build processes from zero
Comfort working across time zones (specifically West Coast)
Genuine alignment with the company's mission in women's and children's health
What We’d Like to See (Bonus)
Experience in a healthcare or regulated SaaS environment
Familiarity with building or scaling a support function at a Series A-C stage company
Experience with CRM automation and reporting
#J-18808-Ljbffr