Head of Support

Job Description

Job Description

Head of Support

Location: Onsite, San Francisco HQ Compensation: $180K $250K + Equity

Were seeking a Head of Support to serve as the founding leader of our Support function. Youll join an initial team of three and scale it into a world-class operation of 810 people by the end of the year. This is a player‑coach role: youll be directly involved in key accounts and escalations while also building the systems, processes, and team that will define how we support hospitals for years to come.

• 610+ years of experience in Customer Support, Support Operations, or Technical Support within a high‑growth SaaS or startup environment

• Experience scaling a support function at a high‑growth startup you know what good looks like and how to build toward it

• Confident leadership skills to own a function even when the team is small and structure is still forming

• Technical capability comfortable with APIs, data integrations, SQL, and troubleshooting complex technical issues

• A player‑coach mindset you dont delegate what you wouldnt do yourself

• Excited to be onsite in San Francisco this is not a remote role

• Thrive in ambiguity, move fast, and default to ownership

Youll work directly with the founders and partner closely with Product, Engineering, and Customer Success to ensure hospitals can successfully run their most critical workflows.

• Lead the support team

  • Own the support function end‑to‑end: hiring, onboarding, and developing a team of support specialists

  • Define the quality bar, operating cadence, and culture of the support org

  • Scale the team from 3 to 810 by year‑end while maintaining a high standard of customer experience

• Own the customer experience

  • Personally handle complex escalations and high‑stakes accounts

  • Ensure hospitals can successfully operate critical staffing workflows at all times

  • Be available and responsive across channels email, SMS, video, and in‑person when needed

• Build systems and processes

  • Design and implement support tooling, ticketing workflows, SLAs, and escalation paths

  • Build a knowledge base and documentation infrastructure that scales with the team

  • Create an operating cadence that allows the team to be proactive, not just reactive

• Partner cross-functionally

  • Collaborate with Engineering to reproduce bugs, surface patterns, and accelerate fixes

  • Work with Customer Success to ensure continuity across the customer journey

  • Surface product insights and customer feedback to influence roadmap priorities

• 610+ years in Support/Operations/Technical Support at a high‑growth SaaS or startup

• Proven experience scaling a support function

• Strong leadership in early‑stage environments

• Technical fluency with APIs, integrations, and SQL

• Player‑coach mentality

• Onsite presence in San Francisco

• Bias toward ownership and speed

Were building the operating system for hospital operations, starting with staffing and scheduling optimization. Hospitals core processes often live on paper, spreadsheets, or require large manual teams. Our technology transforms these workflows into autonomous systems, freeing up thousands of hours and reducing labor costs significantly.

In less than six months, weve reached seven figures in ARR and are backed by leading investors and health systems. Our small team includes repeat founders, former math champs, and alumni of top universities.