Vendor Support Operations Lead (Fully Remote)
Core
Lead daily operations for a customer support team serving pharma and device vendors accessing healthcare facilities via O.R. TRAX and iBadge.
Role type
Support Operations Lead (Team Lead)
Builds
Support processes, SOPs, and team performance metrics for vendor access and surgical scheduling platform
Domain
Healthcare SaaS / Vendor Access Management
Deliverable
dashboards & analysis
Required skills
Real-time queue monitoring, SOP creation and maintenance, team coaching, process standardization, tool configuration, escalation management
Preferred skills
JIRA Service Management, Confluence, healthcare industry experience, building support functions from scratch
Technologies
Confluence, JIRA Service Management, O.R. TRAX, iBadge
Responsibilities
Monitor support queue in real time and manage daily workload; Write and maintain SOPs and Confluence pages; Set and enforce best practices for ticket handling; Coach support team members on quality and consistency; Manage toolset configuration including macros and routing rules; Report team performance and blockers to leadership
Seniority
Mid-level, hands-on team lead
