Customer Support Lead

About Codes HealthAt Codes Health, we are building the modern platform for medical record retrieval. Legacy record retrieval is notoriously slow and unreliable; our system uses AI to deliver decision-ready records much faster and more accurately.Started just over a year and a half ago, our volume is doubling MoM with a clear path to category leadership. We support practices ranging from Plaintiff Law to Specialty Healthcare. We are a well-funded, rapidly growing team focused on growing 100x from where are today.Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution.About the RoleSupport is where trust is won or lost. Law firms work against tight deadlines and can't afford to wait — a slow response or an unresolved issue can derail a case. As our Customer Support Lead, you'll help build and run the reactive layer of our CX function: owning ticket resolution, managing escalations, surfacing patterns, and building a small team of support agents. This is a player-coach role — you'll be handling tickets yourself while also building the systems, documentation, and processes that will let us scale support without sacrificing quality.What You'll OwnBuild systems to triage and resolve inbound support tickets across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard issuesOwn technical support escalations: portal bugs, access issues, submission errors, document delivery failures — coordinate with the engineering team and track items in LinearManage the formal complaints process: log every complaint, identify root cause, propose resolution within 48–72 hours, and ensure nothing falls through the cracksOwn collections follow-up: proactively manage overdue accounts through a structured process, preserving the customer relationship while resolving the outstanding balanceBuild and document clear escalation paths: know when to involve engineering, legal ops, or leadership — and communicate timelines clearly to customersAnalyze ticket volume and themes monthly; surface the top patterns to product and operations through a structured VoC reviewBuild the support team — hire, onboard, and develop support agents as volume growsDevelop and maintain support documentation, FAQs, and internal runbooks so resolutions are consistent and repeatableWhat We're Looking For4–6 years of B2B customer support experience, including at least 2–3 years in a lead or senior individual contributor roleExperience handling technical support in a SaaS environment — you don't need to be an engineer, but you can credibly troubleshoot and communicate with oneStrong process and documentation instincts — you build runbooks, escalation paths, and playbooks because you know scale requires itEmpathetic under pressure — you can de-escalate a frustrated partner at a law firm while simultaneously coordinating a fix with engineeringExperience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar)Proven ability to manage collections or billing escalations with professionalism and relationship preservationEagerness to hire and develop a team as volume demands itLegal services, healthcare, or document workflow background a strong plusSuccess MetricsFirst Response Time: < 2 business hours for all inbound tickets during business hours Resolution Time: Standard tickets resolved or workaround provided within 24–48 hours Complaint Closure Rate: 100% of complaints logged, responded to within 24 hours, resolved within 72 hours Collection Rate: Improvement in overdue account resolution through a structured follow-up process Ticket Theme Reporting: Monthly VoC summary delivered to product and leadership CSAT / Satisfaction Signal: Positive feedback trend from customers on support interactionsCodes Health · Customer Experience · Hiring 2026