Team Lead of Escalations, Prenuvo

• 5+ years of experience in technical support, internal tooling, operations, or incident management, ideally in a SaaS or healthcare technology environment
• Experience leading a team or function, with a proven ability to manage day-to-day operations while driving long-term improvements
• Strong understanding of support workflows, triage processes, and how to coordinate across technical and non-technical stakeholders
• Familiarity with incident management frameworks and working knowledge of tools like Jira, DataDog, Statuspage or PagerDuty
• Excellent written and verbal communication skills, especially in high-pressure or cross-functional contexts
• Empathy for internal users (clinicians, support agents) and a commitment to improving their day-to-day experience with the platform

Desirable

• We're looking for a hands-on, technically savvy Team Lead to manage our Escalations Team, which serves as the internal help desk for clinicians and operational staff
• This team is responsible for resolving platform issues quickly, supporting our member support team with technical needs, coordinating during incidents, and identifying recurring platform issues to reduce overall ticket volume
• You’ll play a key role in ensuring smooth operations, excellent internal service, and closing the loop between support, engineering, and product teams to drive platform improvements
• This is a cross-functional leadership role for someone who thrives at the intersection of support, systems thinking, and operational excellence
• Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in people’s lives!
• Lead a team of escalation specialists supporting clinicians, internal teams, and member support on platform-related issues
• Triage, prioritize, and resolve incoming escalations, ensuring fast, consistent, and high-quality support
• Partner with the Member Support team to resolve complex issues such as user account merges, eligibility discrepancies, or backend tooling needs
• Collaborate with engineering and SRE teams during platform incidents to assess user impact, coordinate communication, and support response efforts
• Ensure that all incident processes follow our defined SOPs, including the use of the status page and participation in post-incident reviews
• Monitor recurring platform issues and partner with product/engineering to advocate for fixes that reduce support volume and clinician friction
• Drive improvements in support workflows, tooling, and documentation to scale internal support as the platform grows
• Coach and mentor escalation team members, foster a culture of operational excellence, and track performance against SLAs and support metrics
• Own reporting on key metrics such as ticket volume, resolution times, and the impact of upstream fixes