Sr Manager - Associate Director Support
Posted on January 22, 2026 (about 2 hours ago)
About Certify
We are on a mission to change how the US healthcare industry deals with provider data. Our goal is to reduce the cost of healthcare by streamlining access to provider data and reducing administrative and regulatory burden on healthcare organizations.
Certify is building a centralized provider data infrastructure used by the next generation of provider-centric applications. Our API-first, UI-agnostic platform automates licensing, enrollment, credentialing, and network monitoring with direct integrations into hundreds of primary sources.
Our team has deep experience building provider data systems and is backed by top-tier investors. We value trust, transparency, and accountability and seek purpose-driven team members to help redefine healthcare data infrastructure.
About the role
The Senior Manager - Associate Director Support will lead the unification of our technical support and client operations teams into a single, streamlined function focused on speed, consistency, and automation. This is not a traditional ticket-only support role; the emphasis is on designing scalable systems, automation, and smarter tools.
The role is remote within India and requires working 8 AM to 6 PM Eastern Time to align with US-based operations and cross-functional teams.
What You Will Do
- Manage the support team and current ticketing workflows to meet SLAs and deliver reliable service during system transitions.
- Provide people leadership—set clear expectations, coach team members, and provide day-to-day guidance.
- Build a culture of ownership, problem-solving, and continuous improvement.
- Define metrics and frameworks that demonstrate how support contributes to client retention and satisfaction.
- Design and implement automation tools (in-app chat, chatbots), automated routing, and intelligent assignment workflows.
- Build internal tooling and streamlined processes to reduce manual work and improve customer experience.
- Partner with engineering, product, and operations to close feedback loops and address root causes.
- Manage configuration and deployment of support tools to enable daily operations.
What You’ll Need
- Seven or more years in support or technical operations leadership with experience rolling out automation and workflow systems.
- Proven success implementing chatbots, in-app communication tools, or automated routing solutions.
- Strong understanding of technical integrations, APIs, and SaaS platforms.
- Customer-facing support experience with the ability to connect root cause analysis to customer impact.
- Hands-on experience with modern support platforms such as JIRA, Zendesk, ServiceNow, or Freshdesk.
- Analytical mindset focused on metrics, process optimization, and continuous improvement.
- Strong leadership and written communication skills.
- Passion for building systems that simplify and scale.
Nice to Have
- Experience partnering with product or engineering to influence roadmaps based on customer needs.
- Experience in healthcare technology or other highly regulated/compliance environments.
- Exposure to AI-driven support tooling or intelligent workflow automation.
- Strong documentation habits.
Benefits & Culture
100% of health, dental, and vision insurance premiums covered for employees. Unlimited PTO policy with a mandatory minimum of two weeks off. No meeting Thursdays to allow focused work time.
Certify is an equal opportunity employer committed to an inclusive workplace. Applicants from diverse backgrounds are encouraged to apply. Reasonable accommodations are available during the application process by contacting [email protected].
How to Apply
Apply online at the Certify careers page: https://jobs.lever.co/certifyos/bb579489-2d9a-4a5f-ba25-94cfa5a76992/apply
Contact & Accommodations
If you need accommodations during the application process, contact [email protected]. Requests for accommodation will not affect consideration of your qualifications.