Customer Support Lead

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 in a critical growth phase: scaling from 200 to 7,500 active users over the next 90 days, with plans to reach 150,000 users within 3 years. This is a high-impact, high-visibility role supporting those who serve those who served.

The Role

As Customer Support Specialist, you will build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters. You'll be responsible for the entire support lifecycle—from initial troubleshooting to systemic problem identification, team building, and continuous improvement.

This is a player-coach role: You'll be hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale. You'll work at the intersection of healthcare, technology, and operations—balancing urgent user needs with long-term strategic planning.

What Success Looks Like

In 90 Days:

• Support operations scaled from 200 to 7,500 users without degradation in service quality

• Core support infrastructure in place: ticketing system, knowledge base, escalation protocols, SLA tracking

• First support hires onboarded and productive

• Critical issue resolution time averaging <2 hours, standard issues <24 hours

• User satisfaction maintained at ≥85%

In 6 Months:

• Support team of 5-8 fully trained and performing independently

• Self-service adoption reducing tier 1 ticket volume by 30%

• Proactive identification of systemic issues driving product and training improvements

• Support data integrated into quarterly RE-AIM evaluation reporting

• 99.5%+ system uptime maintained through rapid issue detection and resolution

In 1 Year:

• Support function scaled to 25,000+ users with maintained quality metrics

• Tier 1, 2, and 3 support structure fully operational

• Support team recognized as VA product experts and trusted partners

• Measurable impact on user retention, satisfaction, and adoption rates

• Clear career pathway and development plan for all support team members

1. Support Operations Management (40%)

• Own end-to-end support operations: Manage daily ticket queue, triage urgent issues, ensure SLA compliance

• Establish support infrastructure: Implement and optimize ticketing system, knowledge base, chatbots, and self-service tools

• Define and track metrics: Monitor resolution times, user satisfaction, ticket trends, escalation rates, and support efficiency

• Crisis management: Lead response to system outages, critical bugs, and high-impact user issues affecting patient care

• Continuous improvement: Analyze support data to identify patterns, root causes, and opportunities for systemic fixes

2. Technical Troubleshooting & Problem Solving (25%)

• Provide expert-level support: Troubleshoot complex technical issues including EHR integrations (VistA/Cerner), SMART on FHIR API failures, authentication problems, and audio quality issues

• Collaborate with engineering: Translate user issues into actionable bug reports and feature requests; validate fixes before deployment

• Develop diagnostic tools: Create troubleshooting guides, decision trees, and diagnostic scripts for common issues

• Identify systemic problems: Distinguish between user training gaps, product limitations, and technical bugs; drive appropriate solutions

• Ensure compliance: Verify proper implementation fidelity including ethics training completion, Veteran consent documentation, and template utilization

3. Team Building & Leadership (20%)

• Build the support team: Onboard, and develop support staff across L1 (frontline), L2 (technical escalation), and L3 (subject matter expert) tiers

• Develop training programs: Create onboarding curricula that transfer VA system knowledge, product expertise, and troubleshooting methodologies

• Establish quality standards: Implement QA processes, coaching frameworks, and performance management systems

• Foster team culture: Build a resilient, empathetic, customer-obsessed team capable of thriving under pressure

• Provide ongoing development: Mentor team members, create growth pathways, and build institutional knowledge

4. VA Stakeholder Engagement (15%)

• Partner with Site POCs: Serve as primary support contact for Site Points of Contact; facilitate issue resolution and implementation support

• Navigate VA systems: Work effectively across VA organizational structures, IT teams, security offices, and clinical leadership

• Support field operations: Attend Site POC forums, office hours, and training events; provide real-time support during implementations

• Advocate for users: Represent clinician needs and challenges to internal teams; ensure underserved sites (rural, under-resourced) receive equitable support

• Contribute to evaluation: Provide support data and insights for weekly, monthly, and quarterly RE-AIM framework reporting

• 5+ years in customer support operations

• Technical troubleshooting expertise

• Healthcare or healthcare IT experience: Understanding of clinical workflows, EHR systems, and patient care environments

• Metrics-driven approach: Experience defining, tracking, and improving support KPIs (MTTR, CSAT, NPS, ticket backlog, etc.)

• Ticketing systems: Deep experience with Zendesk, ServiceNow, Jira Service Desk, or similar platforms

• Data analysis: Proficient in Excel/Google Sheets; comfortable creating dashboards and analyzing trends

• Technical acumen: Ability communicate technical concepts clearly

• Documentation tools: Experience building knowledge bases, troubleshooting guides, and self-service resources

• Crisis management: Stays calm under pressure; makes sound decisions when stakes are high

• Communication: Excellent written and verbal skills; can explain complex technical issues to non-technical audiences

• Empathy: Deep appreciation for user frustration; committed to user success

• Bias toward action: Moves quickly to solve problems while building sustainable solutions

• Adaptability: Thrives in ambiguity; comfortable with rapid change and evolving priorities

• VA healthcare system experience: Direct experience working within or supporting VA medical centers, understanding VA organizational structure, policies, and culture

• Telehealth or virtual care experience: Familiarity with remote care delivery, video visit platforms, or digital health tools

• Implementation support background: Experience supporting software rollouts, user adoption, or change management initiatives

• SaaS product support: Experience supporting cloud-based software in healthcare or enterprise environments

High-Impact Mission - You'll directly support clinicians caring for America's Veterans. Every issue you resolve, every system you improve, every minute you save contributes to better Veteran healthcare and clinician well-being.

Greenfield Opportunity - You're not inheriting a broken support function—you're building it from scratch. You'll have the autonomy to implement best practices, choose tools, design processes, and create the support culture from day one.

Strategic Visibility - This isn't a back-office role. You'll present support insights to VA leadership, contribute to quarterly evaluations, and directly influence product roadmap. Your data and recommendations will shape company strategy.

Scale & Complexity - 200 to 150,000 users in 3 years. Few support leaders get to build for this trajectory. You'll face challenges that will stretch your skills and accelerate your growth exponentially.

VA Partnership - Working with the VA means navigating bureaucracy, but it also means working with mission-driven people committed to serving Veterans. You'll develop deep expertise in one of America's largest healthcare systems.

We strongly encourage applications from individuals with lived experience in military or VA healthcare settings, including Veterans, military family members, and VA employees. 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.