Customer Support Lead

About Codes Health

At 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 Role

Support 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 Own

• Build 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 issues
• Own technical support escalations: portal bugs, access issues, submission errors, document delivery failures — coordinate with the engineering team and track items in Linear
• Manage the formal complaints process: log every complaint, identify root cause, propose resolution within 48–72 hours, and ensure nothing falls through the cracks
• Own collections follow-up: proactively manage overdue accounts through a structured process, preserving the customer relationship while resolving the outstanding balance
• Build and document clear escalation paths: know when to involve engineering, legal ops, or leadership — and communicate timelines clearly to customers
• Analyze ticket volume and themes monthly; surface the top patterns to product and operations through a structured VoC review
• Build the support team — hire, onboard, and develop support agents as volume grows
• Develop and maintain support documentation, FAQs, and internal runbooks so resolutions are consistent and repeatable

What We're Looking For

• 4–6 years of B2B customer support experience, including at least 2–3 years in a lead or senior individual contributor role
• Experience handling technical support in a SaaS environment — you don't need to be an engineer, but you can credibly troubleshoot and communicate with one
• Strong process and documentation instincts — you build runbooks, escalation paths, and playbooks because you know scale requires it
• Empathetic under pressure — you can de-escalate a frustrated partner at a law firm while simultaneously coordinating a fix with engineering
• Experience with ticketing systems (Zendesk, Intercom, Front, Pylon, or similar)
• Proven ability to manage collections or billing escalations with professionalism and relationship preservation
• Eagerness to hire and develop a team as volume demands it
• Legal services, healthcare, or document workflow background a strong plus

Success Metrics

1. First Response Time: < 2 business hours for all inbound tickets during business hours
2. Resolution Time: Standard tickets resolved or workaround provided within 24–48 hours
3. Complaint Closure Rate: 100% of complaints logged, responded to within 24 hours, resolved within 72 hours
4. Collection Rate: Improvement in overdue account resolution through a structured follow-up process
5. Ticket Theme Reporting: Monthly VoC summary delivered to product and leadership
6. CSAT / Satisfaction Signal: Positive feedback trend from customers on support interactions

Codes Health · Customer Experience · Hiring 2026