Owning the operational backbone of the Client Support team, the full-time Lead Client Support Analyst will manage daily operations, ensure high-quality support delivery, and provide hands-on coverage for complex client issues in a fully remote setting. Key responsibilities Oversee daily Client Support queue health, quality assurance programs, and team standups Coach and develop team members while monitoring performance and facilitating training sessions Handle complex client issues directly and maintain deep expertise across SmarterDx applications Required qualifications 7+ years of experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS Proven ownership of support operations, including queue management and quality programs Strong experience in quality assurance or audit programs, coaching, and process improvement Proficiency in Zendesk, Jira, or similar ticketing tools, including administrative functions Ability to work independently in a remote environment and manage time effectively under pressure