Customer Support Lead

🏥 What We Do

At Vitalize, we enable health systems to automate and optimize staffing operations, freeing up thousands of hours and reducing labor costs by millions. Currently, schedules still live on paper, spreadsheets, and whiteboards, and hospitals are building new departments of 20+ FTEs to manage this tangled mess.

In less than 6 months, Vitalize has reached 7-figures in ARR and is backed by top investors, including Y Combinator and top health systems.

🔭 Our Vision

To become the unified clinical operating system for health systems. After rebuilding hospital staffing and scheduling automation-first (our wedge), we want to consolidate fragmented HR, timekeeping/attendance, and clinical operations processes that are trapped in Excel or Legacy HR systems. We see a massive opportunity to automate and consolidate the core processes that govern > 60% of every health system’s P&L.

🪓 About the role

Over the last 12 months, we’ve successfully gone live across nearly a dozen hospitals, touching thousands of users with just 10 people. We’re hiring for a founding Customer Support Lead to help us build out our customer support operations from the ground up and ensure that our hospitals customers receive a high quality support experience.

This role is perfect for someone who has a strong customer focus, an aptitude for new technology, and a drive to learn and improve our product. You will directly collaborate with Product, Engineering, and Implementation to gain the knowledge needed to offer technical assistance and route inquiries to the appropriate team member. Over time, you will help define processes to enhance support efficiency, timeliness, and quality at scale.

🧭 Responsibilities

• User Communication – Provide high-quality product support with exceptional customer service, technical expertise, and timely responses via email, SMS, and chat. Follow up with customers to confirm their technical issues are fully resolved.
• Debugging & Testing – Diagnosing issues by investigating the the database and product, and assisting with QA/testing of new features. Creating actionable tickets for Engineering.
• Issue Tracking & Resolution – Creating and managing bug reports in Linear, working with engineering, and closing the feedback loop with customers.
• Process & Automation – Establishing front-line support processes, automating where possible, and routing tickets to the right team members.
• SLAs & Knowledge Base – Defining/enforcing SLAs and developing support documentation, tutorials, and training materials.
• Data & Insights – Tracking support trends to inform product improvements and ensure customer satisfaction.

💪 Why Work with Us?

• Opportunity for Significant Ownership: We’re looking for someone to build scalable processes for our customer support operations, especially as the company scales quickly to hundreds of hospitals and hundreds of thousands of staff.
• Direct Impact: Your work directly supports our hospitals’ ability to ensure that units are properly staffed, enabling better patient care. Strong support is a key differentiator in enterprise healthcare software.
• Enterprise Software with Several User Segments: Our platform serves frontline staff, managers, central staffing offices, and executive leadership—each with unique needs and workflows. Incredible opportunity to work with mission-critical enterprise software.
• Rockstar Team: We’re a young, scrappy team and pride ourselves at “punching above our weight.” Our team includes previous math champions, 19 year old venture backed founders, MD/PhD dropouts, McKinsey consultants, and the first nurse accepted to Stanford GSB in the last 20 years.
• Modern Collaboration Stack: Don’t let bad tools make work miserable. We use a modern stack designed for efficiency (i.e. Linear), and you’ll have a say in the tools we adopt as we grow.