"Alerted.org

Job Description

Were looking for a dynamic and experienced Head of Support to lead our India-based support

operations. This role is critical to ensuring our customersranging from fast-growing startups to

large health systemsreceive fast, accurate, and empathetic support across both credentialing

workflows and technical product issues.

You will be responsible for building and scaling a high-performing support team, driving

operational excellence, and collaborating cross-functionally with Product, Engineering, and

Credentialing Operations. The ideal candidate has deep experience in healthcare credentialing,

is comfortable with technical troubleshooting, and thrives in a fast-paced, customer-obsessed

environment.

Key Responsibilities

Team Leadership & Growth

Recruit, train, and mentor a team of support specialists across credentialing and technical

tiers.

Define team structure, workflows, and KPIs to support a growing global customer base.

Build career paths and performance management systems to retain top talent.

Customer Support Operations

Oversee day-to-day operations of the support function, ensuring SLAs and CSAT targets are

consistently met.

Establish and improve processes for case routing, escalation management, and

documentation.

Implement quality assurance and regular training programs to ensure high-quality customer

interactions.

Cross-Functional Collaboration

Work closely with Credentialing Ops to resolve complex provider lifecycle issues.

Partner with Product and Engineering teams to diagnose and resolve bugs, improve product

usability, and influence roadmap based on support trends.

Liaise with Customer Success and Account Management to ensure a unified customer

experience.

Data & Systems

Leverage tools like Zendesk, Jira, and internal dashboards to report on trends, backlog health,

and support metrics.

Identify automation and AI opportunities to improve resolution time and reduce manual

overhead.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

812 years of experience in customer support or operations, with at least 3 years in a

leadership role.

Familiarity with SaaS products, API troubleshooting, and technical issue triage.

Experience scaling support functions in a high-growth, operationally complex environment.

Strong people leadership and communication skills.

Proven track record managing support KPIs such as first response time, resolution time, and

CSAT.

Experience with Intercom, Zendesk, Salesforce, or other CRM/support platforms.

Experience supporting U.S. healthcare clients.

Familiarity with SQL or other data tools for support analytics Bonus: background in healthcare credentialing, payer enrollment, or provider data

management with Knowledge of NCQA standards, delegated credentialing, and/or CAQH

workflows. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].