Sr. Manager, Client Experience Support

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.

• 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.

• 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.

💻 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.

• Connect with Talent Acquisition for a Preliminary Phone Screening

• Behavioral