Sr. Manager, Client Experience Support

Job description

**Opportunity Overview:** We are looking for a Sr. Manager for our L1 support team. The L1 Support Manager will be responsible for managing and improving the client support processes for our support ticketing system. The ideal candidate will have experience in healthcare, basic understanding of healthcare regulations, and experience with understanding logs.This role owns the end-to-end L1 support function from ticket triage and resolution to client communication and process improvement ensuring service levels are met and client issues are resolved efficiently. **What you’ll do:** - Lead and manage a team of Client Support Associates, providing coaching, performance oversight, and day-to-day operational direction. - Own the CTS (Client Technical Support) board, including ticket triage, assignment, SLA tracking, and escalation to L2/Product/Engineering teams. - Drive process improvements to support operations — including automation, standardized closure workflows, TAT risk alerting, and knowledge base development. - Manage client access requests and user provisioning across platforms (Okta, Tableau, dashboard access, role assignments). - Coordinate cross-functionally with Client Success, Product, Engineering, and QA teams to resolve client-reported issues and communicate resolution. - Author and review client-facing communications for ticket responses, incident summaries, and status updates. - Monitor and report on support metrics including ticket volume, SLA adherence, turnaround time, and closure trends. - Continuously identify opportunities to improve the client support experience through tooling, automation, and documentation. **What you’ll need:** - 3–5 years of experience in client support, technical support operations, or customer experience in a healthcare technology or SaaS environment. - Demonstrated expertise in ticket management systems (Jira Service Desk, or similar). - Proficiency with identity and access management tools (Okta or equivalent). - Strong skills in team leadership, prioritization, and cross-functional communication. - Ability to distill technical issues into clear, client-appropriate language. - Experience managing SLAs, escalation processes, and support workflows. - Experience in healthcare IT, prior authorization, or utilization management platforms is a plus. - Familiarity with Atlassian suite (Jira, Confluence), Datadog, or monitoring/alerting tools is a plus. - Experience building or improving knowledge base systems for self-service support is a plus. - Demonstrated success in driving operational process improvements or automation initiatives is a plus. **Pay & Perks:** 💻 Fully remote opportunity with about 5% travel 🩺 Medical, dental, vision, life, disability insurance, and Employee Assistance Program 📈 401K retirement plan with company match; flexible spending and health savings account 🏝️ Flex Time Off + company holidays 👶 Up to 14 weeks of paid parental leave 🐶 Pet insurance The salary range for this position is $100,000 to $110,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment. **Interview Process\*:** 1. Connect with Talent Acquisition for a Preliminary Phone Screening 2. Behavioral Interview(s) 3. Meet your Hiring Manager! \*Subject to change **About Cohere Health:** Cohere Health’s clinical intelligence platform and agentic AI-powered solutions connect health plans’ strategic goals and providers’ needs, optimizing the speed, cost, and quality of care. With an enterprise approach that streamlines payer-provider decision-making across the care continuum–including policy, prior authorization, payment accuracy, and more–the company improves collaboration and reduces burden, resulting in up to 8x ROI and 94% provider satisfaction. With the acquisition of ZignaAI, we’ve further enhanced our platform by launching our Payment Integrity Suite, anchored by Cohere Validate™, an AI-driven clinical and coding validation solution that operates in near real-time. By unifying pre-service authorization data with post-service claims validation, we’re creating a transparent healthcare ecosystem that reduces waste, improves payer-provider collaboration and patient outcomes, and ensures providers are paid promptly and accurately. Cohere Health’s innovations continue to receive industry wide recognition. We’ve been named to the 2025 Inc. 5000 list and in the Gartner® Hype Cycle™ for U.S. Healthcare Payers (2022-2025), and ranked as a Top 5 LinkedIn™ Startup for 2023 & 2024. Backed by leading investors such as Deerfield Management, Define Ventures, Flare Capital Partners, Longitude Capital, and Polaris Partners. The Coherenauts, as we call ourselves, who succeed here are empathetic teammates who are candid, kind, caring, and embody [our core values and principles](https://coherehealth.com/our-story). We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone. **We can’t wait to learn more about you and meet you at Cohere Health!** **Equal Opportunity Statement:** Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal. #LI-Remote #BI-Remote