Support Manager

PocketRn Inc.

Company Overview

PocketRN is the first telehealth startup built specifically for nurse-led care, with a mission to close the gap between home and healthcare by enabling patients to meet virtually with specialized nurses. We have a phenomenal team and an exceptional investor group of healthcare-focused VCs and former and current CEOs of top public healthcare companies.

Position Summary

PocketRN is seeking a highly motivated and people-focused Support Manager to help lead and scale our growing Support organization. This role will directly manage a team of approximately 8–10 Support Representatives and partner closely with Support leadership, Support Operations, Clinical teams, Intake, Product, and Partners Relationship to ensure an exceptional experience for caregivers and patients.

The ideal candidate is a strong communicator and operational leader who thrives in fast-paced environments, drives accountability, and supports team development while balancing day-to-day operational execution. This role plays a critical part in helping PocketRN scale support operations while maintaining a compassionate, patient-centered experience.

Schedule

Full-time

Key Responsibilities

The essential functions include, but are not limited to the following:

Team Leadership & Performance Management

• Lead, coach, and develop a team of 8–10 Support Representatives

• Conduct regular 1:1s, performance reviews, and coaching sessions

• Establish and reinforce clear expectations around communication, accountability, quality, and responsiveness

• Address performance concerns proactively and consistently

• Foster a positive, collaborative, and high-performing team culture

Operational Oversight

• Oversee day-to-day support operations across phone, text, and support channels

• Monitor and manage key support metrics including:

  • Response time

  • Resolution time

  • Backlog

  • First contact resolution

  • Recoup/scheduling success rates

• Ensure adherence to workflows, escalation paths, and SLA expectations

• Support queue management and staffing coverage planning

Cross-Functional Collaboration

• Partner closely with Clinical, Intake, Product, Customer Success, and Operations teams

• Help identify and resolve workflow gaps and operational inefficiencies

• Escalate trends, blockers, and recurring issues impacting patient/caregiver experience

• Support operational readiness for new programs and support channels

Continuous Improvement & Scaling

• Support onboarding and ramping of new team members

• Help drive process improvements and operational consistency

• Partner with Support Operations on workflow optimization and reporting initiatives

• Contribute to scaling efforts as PocketRN continues to grow

Minimum Qualifications (Knowledge, Skills, and Abilities)

• 3–5+ years of experience in Customer Support, Operations, Healthcare Support, or related field

• 1–3+ years of experience leading or managing a team

• Strong verbal and written communication skills

• Proven ability to coach, develop, and hold team members accountable

• Strong organizational and problem-solving skills

• Ability to multitask and prioritize effectively in a fast-paced environment

• Experience managing escalations and difficult conversations professionally

• Comfortable working cross-functionally with multiple teams and stakeholders

• Ability to analyze trends and use data to drive decisions

Preferred Qualifications:

• Experience in healthcare, telehealth, patient support, or care coordination

• Experience working in a startup or rapidly scaling organization

• Familiarity with support platforms, CRM systems, and operational reporting

• Experience supporting remote teams

Core Skills & Attributes

• Compassionate and patient-focused

• Strong leadership presence

• Operationally minded

• Accountable and dependable

• Calm under pressure

• Adaptable and resilient

• Strong communicator

• Collaborative and team-oriented

• Solutions-focused mindset

Why Join PocketRN

• Help shape the future of nurse-led virtual care

• Be part of a mission-driven organization improving lives every day

• Opportunity to help scale and build a growing support organization

• Collaborate with passionate, high-performing teams across the company

• Meaningful opportunity for growth and leadership development

• Fully remote work environment with flexibility and autonomy