[Hiring] Lead Client Support Analyst @SmarterDx

Role Description

SmarterDx is seeking a Lead Client Support Analyst to serve as the operational owner of our Client Support team. You will keep day-to-day operations running smoothly, ensure delivery of the highest quality support to clients, and bring senior, hands-on Support expertise to our most complex client issues.

This role reports to the Client Support Manager and is an individual-contributor role with true ownership. You'll own the operational backbone that keeps SmarterDx’s Client Support team running, proactively identify risks to quality and client account health, develop the team through coaching and training, and stay close to the front line — working the queue yourself when the team needs it, including occasional coverage during high-volume periods, holidays, and weekends.

Most of our end users are clinical documentation improvement specialists and coders at US health systems. Everything you own — queue health, quality assurance, and the team's daily rhythm — exists to ensure we deliver white-glove support to our clients. You'll unlock the Client Support Manager's capacity to lead the team and advance our cross-functional priorities.

This role is fully remote within the US, preferably working Eastern or Central business hours.

What You'll Do

• Daily Operations & Quality Management
  • Own the daily rhythm of Client Support — queue health monitoring and daily team standups.
  • Own the Zendesk QA program — daily QA reviews, ticket hygiene, close-the-loop, and compliance.
  • Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting.
  • Identify repeat quality and ticket trends, channeling them into coaching, refresher training, and process updates.
  • Handle Zendesk administration and monitor omnichannel routing functionality.
• Team Development
  • Serve as a day-to-day coach, reinforcing documented processes, and leading Support-specific "Train the Team" sessions.
  • Monitor and escalate team performance concerns to the Support Manager.
• Front-line Coverage & Product Depth
  • Provide hands-on coverage when needed — working the queue independently and handling complex issues and escalations.
  • Maintain deep, current expertise across all SmarterDx applications.
• Partnership with the Client Support Manager
  • Contribute to weekly Client Support updates for the Manager's review and delivery.
  • Partner with Client Success Operations team on process improvement and cross-functional operational planning.
  • Back up the Client Support Manager in complex conversations.

Qualifications

• 7+ years experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS.
• Demonstrated ownership of day-to-day operations for a support or service function.
• Ability to work a ticket queue independently, resolving complex client issues without backup.
• Must have strong experience in at least two of the following:
  • Quality assurance or audit programs.
  • Coaching, mentoring, or training peers and junior team members.
  • Building or improving support processes, documentation, or onboarding programs.
• Strong organizational rigor with the ability to hold many moving pieces without dropping them.
• Excellent communication skills, with the ability to represent Support in complex conversations.
• Well-versed in Zendesk, Jira, or similar ticketing tools.
• Calm and steady under pressure, with excellent time management and prioritization in a remote environment.
• Willingness to provide coverage during high-volume periods, holidays, and weekends as needed.

Nice to Haves

• Salesforce and/or SQL experience.
• Experience with electronic medical record (EMR) systems or related healthcare applications.
• Knowledge of medical terminology and hospital workflows.
• Prior experience in a lead, senior, or coordinator capacity.

Compensation

$100,000 - $110,000

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.