We are hiring a hands-on Support Manager to lead our customer support team and serve as the single point of contact for support at CareMonitor. This is a player-coach role: roughly 60% leading and coaching the team, 40% in the queue handling complex tickets, escalations, and incidents. You will own how CareMonitor responds to its clinical and patient-facing customers, the metrics we hold ourselves to, the systems and playbooks the team runs on, and the relationship between Support and the rest of the company.

What you will do
Lead a team of support specialists, hire, coach, run 1:1s, manage performance, and own the on-call and after-hours rotation.
Personally handle escalated and complex tickets, including those involving clinical workflows, integrations, and live incidents.
Own support SLAs, first response time, time to resolution, CSAT, and report on them weekly to leadership.
Be the single point of contact for support: for customers raising escalations, and for Product, Engineering, CS, and Sales when they need a partner in Support.
Build and maintain the support knowledge base, macros, runbooks, and customer-facing selfserve content.




Triage bug reports and feature requests into Engineering and Product and close the loop back to customers when fixes ship.
Run daily standups, weekly retros, and monthly metrics reviews with the team.
Drive continuous improvement: ticket categorisation, deflection, automation, and tooling.
Partner with Engineering on incident response and post-mortems; own the customer-facing side of incidents.
Ensure support workflows comply with the Privacy Act, the Australian Privacy Principles, and CareMonitor’s clinical safety obligations.

What we are looking for
6+ years in customer support, with at least 1–2 years managing a team (or a solid senior IC ready to step up).
Experience supporting B2B SaaS, ideally in health tech, medtech, or another regulated industry.
Hands-on fluency with a helpdesk platform.
Comfortable with technical troubleshooting, reading logs, reproducing bugs, working alongside engineers.
Excellent written communication; you can be warm and explicit with a stressed clinician on a Friday afternoon.
Track record of coaching support specialists and raising the bar on quality.

Nice to have
Background in healthcare, clinical, allied health, or practice management or in healthtech.

📌 Support Manager Sydney (Australia)
🏢 CareMonitor
📍 Australia