Teams at Nestmed

Lead and coach a team of Technical Customer Support Specialists; own escalation playbooks, KPIs, and L2 technical investigations. Partner with Product and Engineering to resolve systemic issues, hire and onboard new reps, and ensure empathetic clinician-centered support.

Lead and develop a team of Technical Customer Support Specialists, create escalation paths and playbooks, own support KPIs and CSAT, serve as L2 technical escalation, translate issues into actionable bug reports, and partner cross-functionally to improve the product and client experience.

Own end-to-end enterprise implementations for multi-state home health and hospice organizations. Design phased rollouts, manage timelines and dependencies, lead clinician and staff training, coordinate executive stakeholders, monitor adoption, identify risks, and drive post-launch reinforcement. The role also develops change-management interventions, advocates for customer needs with Product and Engineering, and supports renewal and expansion outcomes. Travel to customer sites is required up to 20% of the time.