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
First Response Time: Apply To This Job
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
First Response Time: Apply To This Job