---
title: 'Manager, Customer Support at Elation Health'
canonical: 'https://feeny.ai/job/manager-customer-support-elation-health-canada-mmfwxfd9qsgy'
type: 'job'
last_seen: '2026-09-09'
---

# Manager, Customer Support at Elation Health

- **Company:** Elation Health
- **Location:** Canada
- **Work type:** remote
- **Posted:** 2026-08-27
- **Last confirmed live:** 2026-09-09
- **Apply:** https://www.elationhealth.com/about-us/careers?gh_jid=8160841

## Job description

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

We're looking for a Manager, Customer Support to lead a high-performing team of Support Specialists and Support Engineers. This isn't traditional support management—you'll treat support as a product, using data to diagnose friction, design experiments to improve resolution speed and quality, and continuously optimize the system that delivers customer outcomes.

You'll be the operational leader for Elation's support experience, owning team performance, development, and the daily execution of SLA commitments. You'll partner closely with Engineering, Product, and Customer Operations to translate support insights into product improvements, and build the analytics infrastructure that makes support performance transparent and actionable.

If you think like a Product Manager, love operations, and want to build a technically oriented team that drives real impact, this is the role for you.

## What You'll Do

Lead a High-Performing Team

- Manage approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, development, performance management, and retention
- Conduct weekly 1:1s focused on skill development, case quality review, and career growth
- Coach your team to critically evaluate AI-generated recommendations and deliver exceptional customer outcomes—quality over speed
- Hold your team accountable to SLA commitments, including time-to-resolution, backlog targets, and customer satisfaction scores

Own Support Operations & Processes

- Manage the daily execution of case triage, routing, and escalation workflows to ensure efficient resolution
- Monitor case queue health in real time and identify bottlenecks or quality issues before they impact customers
- Design and run experiments to improve case resolution speed, first-contact resolution rates, and customer satisfaction
- Build and maintain the Support playbook, including documentation, troubleshooting guides, and AI-assisted workflow standards
- Own the QA process for AI-assisted case resolution; audit quality regularly and coach to gaps

Drive Data-Driven Insights

- Treat metrics as your product: build dashboards, define KPIs, and make support performance visible and actionable
- Run weekly case reviews with your team to identify patterns, high-volume issue types, and systemic product gaps
- Translate case data into prioritized feedback for Product and Engineering teams
- Own monthly reporting on team performance, SLA trends, top case drivers, and escalation patterns
- Use data to forecast capacity needs, identify skill gaps, and recommend training investments

Partner Cross-Functionally

- Work closely with Engineering Managers to keep support context present in product decisions
- Collaborate with Customer Operations on service standards and cross-functional initiatives
- Surface urgent product issues and provide context for prioritization decisions
- Build feedback loops to ensure case-driving issues get resolved upstream

Improve Systems Continuously

- Proactively identify inefficiencies in support workflows, tooling, or documentation and drive improvements
- Recommend and implement automation that increases team leverage (e.g., AI response quality, case routing logic, knowledge base search)

What Success Looks Like

First 90 Days

- Build trust with your team through 1:1s, understanding strengths and challenges, and establishing clear expectations
- Master the case data: know the top case drivers, current SLA performance, and team capacity model
- Establish effective partnerships with Engineering Managers
- Identify and fix 1–2 quick-win process inefficiencies

First Year

- SLA performance: Your team consistently meets time-to-resolution targets and keeps backlog under control
- Case quality: AI-assisted case resolution accuracy at 95%+; zero critical escalations due to poor case handling
- Team development: At least one team member promoted or developing toward the next level; retention at 90%+
- Product impact: Your case data analysis drives 3+ roadmap prioritization decisions that reduce case volume
- Operational leverage: You've built analytics dashboards, improved documentation, and implemented at least one automation that increases team impact by 10%+

## What We're Looking For

Required Experience

- 5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people
- Proven track record managing to SLAs in a technical support or customer operations environment
- Experience with technical products (SaaS, B2B software, healthcare tech preferred) where support requires genuine technical troubleshooting, not just scripted responses
- Data fluency: You've built dashboards, analyzed trends, and used metrics to drive operational improvements—not just reported them

## Skills & Attributes

- Systems thinker: You see support as a process to optimize, not just a queue to clear; you've redesigned workflows or implemented tooling that improved efficiency
- Product management mindset: You understand root cause analysis and think about preventing issues upstream rather than just resolving them faster
- Technical credibility: You can learn product architecture, understand complex workflows, and coach support engineers on technical cases
- Coaching-oriented: You develop people through feedback, skill-building, and stretch opportunities—not just task assignment
- High standards with empathy: You hold your team accountable while supporting their growth
- Cross-functional collaboration: You've worked effectively with Engineering, Product, or Customer Success teams where success required partnership
- Comfortable with ambiguity: You're excited to build operations for a new support model without a perfect playbook on day one

## Nice to Have

- Experience in healthcare, health tech, or regulated industries
- Exposure to AI-assisted support workflows or LLM-based tooling
- Prior experience as a technical support engineer or individual contributor before moving into management
- Familiarity with Notion, Linear, Salesforce, Intercom, or similar support/case management platforms

Salary range: $110,000-140,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

## About Elation Health

## Company Overview
- **One-liner**: Elation Health provides an AI-native, clinical-first electronic health record (EHR) and billing platform purpose-built for independent primary care practices.
- **Entity Type**: Private (total funding $108.5M across multiple rounds)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2010
- **Founders**: Kyna Fong (CEO) and Conan Fong (Chief Experience Officer)

## Core Business
- **Primary industries**: Healthcare IT, Electronic Health Records (EHR), Medical Billing, Practice Management
- **Target customers**: Independent primary care practices, enterprise healthcare organizations, clinicians and office managers (B2B / SMB & Enterprise)
- **Mission or purpose statement**: To enable every patient to experience the highest quality care wherever they go into the healthcare system [elationhealth.com/about-us](https://www.elationhealth.com/about-us/)

## Products & Services
- **Elation EHR**: Cloud-based, clinical-first electronic health record system with native annotation, e‑prescribing, and order management features (SaaS)
- **Elation Billing**: Integrated medical billing and payer connectivity solution acquired via LightningMD (SaaS)
- **Note Assist**: AI-powered ambient scribe that reduces post-visit documentation time (AI tool, included at no extra cost)
- **Patient Passport**: Patient portal for engagement, appointment scheduling, and secure messaging (SaaS)
- **Integrated Telehealth**: HIPAA-compliant virtual care built directly into the EHR (SaaS)
- **Developer Platform / API**: API access for enterprise practices to connect with third‑party labs, billing systems, and other tools (API)
- **Elation Health Community**: Largest community of primary care innovators, supporting knowledge sharing and peer learning

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed; total funding of **$108.5M** (PitchBook, as of 2025)
- **Key Metric**: Annual revenue estimated at **$86.0M** (LinkedIn, 2025 estimate)
- **Notable Investors/Partners**: Key investors and partner names are not explicitly listed in available sources; earlier rounds include funds from FTV Capital and other healthcare‑focused VCs. The company acquired LightningMD in 2023 to build its billing platform.
- **Growth Signals**:
  - Serves **32,000+ clinicians** caring for millions of patients (LinkedIn); official site states “more than 44,000 clinicians” [elationhealth.com/about-us](https://www.elationhealth.com/about-us/)
  - **179 employees** globally, with presence in 6 countries (US, Canada, New Zealand, UK, Australia, Egypt)
  - **+133% year‑over‑year increase** in active job postings (LinkedIn, 2025)
  - Launched AI‑native Note Assist in 2024 and unified EHR + Billing platform in 2023

## Competitive Advantages
- **Clinical‑first philosophy**: Technology is designed to prioritize the patient‑provider interaction rather than administrative burden
- **AI‑native platform**: First EHR to natively embed AI tools (ambient scribe, documentation) at no additional cost
- **Purpose‑built for primary care**: Unlike general‑purpose EHRs, workflows are tailored specifically for independent primary care practices
- **All‑in‑one integration**: Combines clinical records, billing, patient engagement, and telehealth in a single system
- **Large, engaged community**: The largest community of primary care innovators provides network effects and peer support

## Strategic Focus
- **AI expansion**: Continue embedding AI capabilities (e.g., Note Assist) into core workflows to save clinicians time
- **Platform unification**: Deepen integration between EHR, billing, and patient engagement to create a seamless end‑to‑end experience
- **Enterprise growth**: Leverage the API and Developer Platform to serve larger, multi‑site practices
- **Independent practice support**: Remain committed to the independence of primary care providers in an evolving healthcare landscape

## Why Work Here
- **Culture & values**: Emphasis on “Earn Trust”, “Embrace Challenge”, “Build Kinship”, “Crave Context”, and “Own Impact” [elationhealth.com/about-us/careers](https://www.elationhealth.com/about-us/careers/)
- **Remote/hybrid policy**: Not explicitly stated, but employees work across 6 countries (US, Canada, New Zealand, UK, Australia, Egypt), suggesting flexible or remote‑friendly environment (LinkedIn)
- **Engineering & product culture**: “Committed to the craft,” “curious question‑askers,” and focus on solving hard problems in healthcare IT
- **Growth opportunities**: Fast‑growing team with multiple open roles (7 active positions as of 2025) and recent promotions across departments
- **Interview process**: Standard tech‑company pipeline; cautionary note about recruitment scams (no Telegram, no cryptocurrency requests) [elationhealth.com/about-us/careers](https://www.elationhealth.com/about-us/careers/)

## Sources
1. [elationhealth.com](https://www.elationhealth.com/)
2. [elationhealth.com/about-us](https://www.elationhealth.com/about-us/)
3. [elationhealth.com/about-us/careers](https://www.elationhealth.com/about-us/careers/)
4. [linkedin.com/company/elationhealth](https://www.linkedin.com/company/elationhealth)
5. [pitchbook.com/profiles/company/56010-07](https://pitchbook.com/profiles/company/56010-07)

## Other roles at Elation Health

- [Engineering Manager](https://feeny.ai/job/engineering-manager-elation-health-us-canada-or-vgrehxxcvn8h) — US Canada OR, New Zealand
- [Senior Director / Vice President, Customer Support](https://feeny.ai/job/senior-director-vice-president-customer-support-elation-health-canada-ss992qfeme58) — Canada
- [Senior Director / Vice President, Customer Support](https://feeny.ai/job/senior-director-vice-president-customer-support-elation-health-united-states-67yk77tdjv5j) — United States
- [Enterprise Customer Success Manager](https://feeny.ai/job/enterprise-customer-success-manager-elation-health-united-states-s0k5ywqfrsws) — United States
- [Senior Product Manager](https://feeny.ai/job/senior-product-manager-elation-health-us-or-35k2cedd3dbx) — US OR, Canada
- [Customer Experience Engineer](https://feeny.ai/job/customer-experience-engineer-elation-health-canada-t2eb99wd2xkd) — Canada
- [Accounts Receivable Analyst](https://feeny.ai/job/accounts-receivable-analyst-elation-health-canada-hn9ky807hdhs) — Canada
- [Customer Success Manager, Small Group](https://feeny.ai/job/customer-success-manager-small-group-elation-health-united-states-zratwnf3csmq) — United States
- [Engagement Advisor](https://feeny.ai/job/engagement-advisor-elation-health-united-states-svv24kj9ykjg) — United States
- [Senior Accountant](https://feeny.ai/job/senior-accountant-elation-health-united-states-xp5e0q5j3q37) — United States