Customer Support Program Manager at Knowtex

This is a senior-level role for a support operations leader who has a strong background in healthcare technology and a desire to build a program from the ground

Work type: remote

Location: Remote - United States

Type: Full-time

Summary

This is a senior-level role for a support operations leader who has a strong background in healthcare technology and a desire to build a program from the ground up. The ideal candidate has 5+ years of experience managing technical support teams and scaling SaaS infrastructure. Because this role exclusively supports the Department of Veterans Affairs (VA), you’ll need a deep understanding of clinical workflows and EHR systems (like VistA or Cerner) to bridge the gap between technical troubleshooting and clinician needs. This is a fully remote, "greenfield" opportunity where you will design the entire support infrastructure—selecting the tools, defining the SLAs, and hiring the team. Success is measured by your ability to scale from 200 to 7,500 users in the first 90 days, and eventually to over 100,000. While the salary isn't listed, the role offers significant strategic influence, as your insights will directly shape the product roadmap and engineering priorities for a high-growth AI startup. **You might be a good fit if you...** * Have experience scaling technical support programs within the VA or large-scale healthcare systems. * Are comfortable with "hands-on" leadership, managing a current technician while hiring a larger team. * Have a strong technical grasp of APIs, FHIR, and EHR integrations. * Are a process-oriented builder who thrives in fast-paced, high-stakes environments where your work directly impacts Veteran care.

Job Description

About Knowtex

Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients.

We're currently scaling our partnership with the Department of Veterans Affairs (VA), implementing our technology across VA medical centers nationwide to serve America's Veterans and the clinicians who care for them.

## The Role

As Customer Support Program Manager, you will design, build, and lead the support program that ensures VA clinicians can effectively use Knowtex to document patient encounters. You'll own the complete support infrastructure—from ticketing systems and escalation protocols to team management and technical troubleshooting—establishing the operational foundation that enables our rapid growth while maintaining exceptional service quality.

This is a strategic leadership role with hands-on execution: You'll manage support operations end-to-end while building the systems, processes, and team to scale from hundreds to tens of thousands of users. You'll serve as the bridge between VA clinicians, product engineering, and cross-functional delivery teams—translating technical issues into solutions, managing escalations, and ensuring seamless support delivery across a rapidly expanding user base.

Key Distinction: This role focuses exclusively on support program infrastructure, technical issue resolution, and team management. You'll partner closely with the Implementation Manager (who owns site deployments and go-live project management) and the Clinical Specialist (who addresses clinical workflow optimization and quality concerns requiring clinical expertise).

Location: Remote (U.S.-based, must accommodate VA healthcare operational hours)
Reports to: Director of Customer Delivery
Direct Reports: Customer Support Technician, with plans to grow team
Travel: Up to 20% (VA site visits, training events, quarterly team meetings)

What Success Looks LikeIn 90 Days:








In 6 Months:








In 1 Year:








## Key Responsibilities

### 1. Support Program Strategy & Operations (30%)







### 2. Technical Issue Resolution & Escalation Management (25%)







### 3. Support Team Management & Development (20%)







### 4. Knowledge Management & Self-Service (10%)






### 5. Customer Success & Retention (10%)






### 6. Cross-Functional Collaboration (5%)





## Key Collaborations






## Required Qualifications

### Experience






### Technical & Operational Skills






### Core Competencies









## Preferred Qualifications







## What Makes This Role Unique

Mission-Critical Impact:You'll directly enable clinicians caring for America's Veterans. Every system you build, every process you optimize, every team member you develop contributes to better Veteran healthcare outcomes and clinician well-being. This isn't abstract—your work has immediate, measurable impact on those who served.

Build from the Ground Up:You're not inheriting legacy systems or broken processes—you're building the support program from scratch. You'll have genuine autonomy to implement industry best practices, select appropriate tools, design scalable processes, and establish the program culture from day one.

Strategic Technical Leadership:This isn't just ticket management. You'll analyze support data to identify product issues, influence Engineering priorities, contribute to RE-AIM evaluations, and shape business strategy. Your technical insights will directly inform product roadmap and resource allocation decisions.

Exceptional Growth Trajectory:200 to 150,000 users in 3 years represents exponential growth that few professionals experience. You'll face challenges that will stretch your technical and leadership capabilities, force innovation, and accelerate your professional development at a pace rarely available in established organizations.

Direct Management Opportunity:You'll immediately inherit management responsibility for the Customer Support Technician and build a high-performing team as the program scales. This provides both immediate leadership impact and the opportunity to shape team culture, develop talent, and establish career pathways.

VA Partnership Opportunity:Working with the VA provides exposure to one of America's largest healthcare systems. You'll navigate complex requirements while partnering with mission-driven professionals committed to Veteran care. You'll develop expertise that's highly valued across healthcare technology and government sectors.

## Our Commitment to Diversity & Inclusion

We strongly encourage applications from individuals with lived experience in military or VA healthcare settings, including Veterans, military family members, and VA employees or contractors. We're committed to building a team that reflects the diversity of the Veterans we serve.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

## How to Apply

Please submit your resume along with a brief cover letter addressing:




We're looking for a technical support leader who can start immediately and is excited to build something meaningful from day one.

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