Customer Support Program Manager

About Knowtex Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients. We're currently scaling our partnership with the Department of Veterans Affairs (VA), implementing our technology across VA medical centers nationwide to serve America's Veterans and the clinicians who care for them. The Role As Customer Support Program Manager , you will design, build, and lead the support program that ensures VA clinicians can effectively use Knowtex to document patient encounters. You'll own the complete support infrastructure—from ticketing systems and escalation protocols to team management and technical troubleshooting—establishing the operational foundation that enables our rapid growth while maintaining exceptional service quality. This is a strategic leadership role with hands-on execution : You'll manage support operations end-to-end while building the systems, processes, and team to scale from hundreds to tens of thousands of users. You'll serve as the bridge between VA clinicians, product engineering, and cross-functional delivery teams—translating technical issues into solutions, managing escalations, and ensuring seamless support delivery across a rapidly expanding user base.

Key Distinction:

This role focuses exclusively on support program infrastructure, technical issue resolution, and team management. You'll partner closely with the Implementation Manager (who owns site deployments and go-live project management) and the Clinical Specialist (who addresses clinical workflow optimization and quality concerns requiring clinical expertise).

Location:

Remote (U.S.-based, must accommodate VA healthcare operational hours) Reports to:

Director of Customer Delivery Direct Reports:

Customer Support Technician, with plans to grow team

Travel:

Up to 20% (VA site visits, training events, quarterly team meetings) What Success Looks Like In 90

Days:

Support program infrastructure established to scale from 200 to 7,500 users without quality degradation Core operational framework operational: ticketing workflows, escalation protocols, SLA definitions, metrics dashboards Customer Support Technician (Vincent Sotelo) effectively managed with clear expectations, quality standards, and coaching framework Support documentation foundation complete: troubleshooting guides, escalation procedures, knowledge base structure Critical technical issues resolved averaging