Head of Technical Support

About the Role

As a Technical Support Manager, you will lead and oversee the technical support team, ensuring the delivery of exceptional support services to our customers. We are seeking a strong leader with a proactive and aggressive management approach who is deeply customer-centric. Your responsibilities will include managing support operations, driving continuous improvement, and collaborating with cross-functional teams to enhance the Remit.AI Dashboard's performance and customer experience. Your leadership will play a key role in scaling and optimizing support processes as Zentist grows.

At Zentist You Will:

• Lead and manage the technical support team by providing direction, mentorship, and performance evaluations to ensure consistent, high-quality support delivery.
• Oversee and prioritize support operations by monitoring ticket queues, ensuring timely resolution of customer issues, and enforcing service level agreements (SLAs).
• Implement and improve support processes by identifying inefficiencies, introducing best practices, and driving automation initiatives to enhance productivity.
• Collaborate with cross-functional teams (Product Development, Engineering, and Customer Success) to escalate complex issues, provide feedback, and contribute to product improvements.
• Analyze support metrics and generate reports to track team performance, customer satisfaction, and identify areas for improvement.
• Develop and maintain knowledge base content by documenting recurring issues, creating FAQs, and ensuring the team has access to up-to-date resources.
• Ensure customer success by proactively identifying pain points, addressing concerns, and ensuring a seamless support experience.

You Come to Us With:

• 5+ years of experience in technical support, with at least 2 years in a managerial or leadership role.
• Strong leadership and team management skills, with the ability to motivate and mentor a technical support team.
• Proven track record of optimizing support processes, implementing best practices, and driving operational improvements.
• Expertise in support ticketing systems (Zendesk, JIRA) and experience with customer relationship management (CRM) platforms.
• Solid technical understanding of client-server architecture, APIs, and data flows.
• Hands-on experience with SQL, log analysis tools (Splunk, Sentry, LogRocket), and data troubleshooting.
• Excellent communication and conflict resolution skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Strong problem-solving abilities with a proactive and customer-centric mindset.

Our Tech Stack

Our teams currently use:

• Backend: Python 3.x, Flask, Graphene, SQL, Docker, Kubernetes (K8s)
• Frontend: React, Cypress
• Testing & Monitoring: PyTest, Splunk, Sentry, LogRocket
• Databases: Alchemy, SQL
• Collaboration & Ticketing: JIRA, Zendesk, Notion​

About Zentist

Dental insurance plans are notoriously complicated. Policy agreements are difficult for consumers to understand and for providers to service and manage. We started Zentist because we believe neither consumers nor providers should struggle with the complexity of dental plans. At Zentist, we develop billing technology that abstracts away the complexity of insurance processing, making it easier for dental providers to manage claims and collect payments.

We are headquartered in San Francisco and backed by leading investment firms including Costanoa Ventures, Point Nine Capital, and Fika Ventures. We’re building a team of dedicated professionals to help us create a category-defining product for the long term.

At Zentist, we promote a productive and collaborative culture. We work hard, have fun, and treat people with respect. Our benefits include a competitive salary, remote work and a culture of learning and development!

Zentist is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note: work on PST time, if you are in European time zone - evening and late evening hours.

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