Lead and evolve the customer support function, manage Tier 1 and Tier 2 teams, and ensure high-quality technical support for healthcare partners using IoT devices.
Description
Requirements
Why Join Sensi.AI
Sensi.AI is transforming the world of home care through agentic AI - and we’re just getting started. As a hyper-growth startup, every team member has the opportunity to make a real impact on people’s lives while working as part of a global, collaborative team in a flexible hybrid environment.
About The Role
We are looking for a Customer (Technical) Support Manager to lead and evolve our customer support function at the intersection of IoT, AI, and healthcare technology. In this role, you’ll oversee the day-to-day operations of our support department and ensure seamless hardware, software, and data support for our healthcare agency partners.
You’ll manage Tier 1 and Tier 2 support teams, optimize operational workflows, and serve as a key escalation point for complex technical issues involving Sensi’s in-home IoT devices and cloud-based systems.
Key Responsibilities
- Lead and mentor a team of Tier 1 and Tier 2 customer support agents handling both software and IoT hardware inquiries.
- Oversee all daily support operations, ensuring rapid, high-quality responses to issues involving connectivity, data accuracy, and device functionality.
- Act as a bridge between customers, product, and engineering - translating field issues into technical feedback and improvement opportunities.
- Design and refine troubleshooting protocols for IoT deployments, device pairing, connectivity, firmware, and cloud sync issues.
- Manage escalations and coordinate with R&D teams to resolve complex technical incidents.
- Develop reporting metrics (KPIs, SLAs, CSAT) to measure and improve support performance.
- Ensure compliance with healthcare data regulations and privacy standards in all customer interactions.
- Contribute to the improvement of installation, onboarding, and maintenance processes for IoT-based systems.
Requirements
- 3-5+ years of experience in technical or customer support management, ideally in IoT, SaaS, or health tech.
- Strong understanding of hardware - software ecosystems, including device connectivity, network troubleshooting, and data integration.
- Proven experience managing cross-functional support teams and multi-tiered escalation processes.
- Excellent communication and problem-solving skills, with the ability to translate technical language for non-technical users.
- Familiarity with CRM/ticketing tools (e.g., Hubspot, Aircall) and remote device monitoring platforms.
- Hands-on experience with IoT systems, sensors, or edge devices is highly desirable.
- Prior exposure to healthcare technology or HIPAA-compliant environments is a strong plus.
Top Skills
AI
Aircall
Healthcare Technology
Hubspot
Iot
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