Support Operations Coordinator

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 organized, systems-minded, and operationally driven Support Operations Coordinator to help scale and optimize our Support organization. This role is responsible for improving workflows, maintaining operational structure, identifying process gaps, and serving as a cross-functional partner between Support, Intake, Product, Clinical Operations, and Engineering.

The ideal candidate thrives in fast-paced environments, enjoys solving operational problems, and has a strong ability to connect systems, workflows, and people. This role will help create scalable processes that improve efficiency, reduce friction, and support a high-quality caregiver and patient experience.

This is not a traditional ticket-handling role. Instead, this position focuses on improving the systems and operational structure behind the support experience.

Schedule

Full-time

Key Responsibilities

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

Daily Monitoring & Operational Triage

• Monitor support queues and intake workflows to identify:

  • Backlogs

  • SLA risks

  • Misrouted or unclear requests

• Identify recurring operational patterns and process breakdowns

• Step in to help resolve edge cases or unclear ownership situations

• Ensure operational workflows remain organized, scalable, and efficient

Process Ownership & Workflow Optimization

• Maintain and improve support and intake workflows, including:

  • Intake Support handoff processes

  • Escalation paths

  • Ownership rules and decision trees

• Clearly document workflows and operational responsibilities

• Identify operational gaps early and propose scalable solutions

• Partner with leadership to implement workflow improvements and reduce operational friction

Cross-Functional Coordination

• Partner closely with:

  • Intake

  • Product

  • Clinical Operations

  • Engineering

  • Customer Success

• Participate in recurring operational syncs to:

  • Surface trends

  • Clarify ownership

  • Escalate operational risks

  • Drive alignment across teams

• Help ensure operational changes are communicated and implemented effectively

Platform Expertise & Escalation Support

• Serve as a subject matter expert on platform workflows and functionality

• Support internal teams with troubleshooting and platform-related questions

• Reproduce reported bugs and escalate validated issues to Engineering

• Partner with Product and Engineering to improve tooling and workflows

Data, Reporting & Operational Insights

• Track and report on operational metrics including:

  • Ticket volume

  • Resolution time

  • Repeat issues

  • Contact trends

  • Escalation trends

• Identify actionable operational insights and improvement opportunities

• Help package data and trends into leadership-ready reporting

Tooling & Automation

• Maintain and improve support tooling configurations including:

  • Macros

  • Routing rules

  • Intake forms

  • Automations

• Test and support rollout of new operational workflows and tooling updates

• Evaluate operational efficiency opportunities through automation and technology improvements

Enablement & Change Management

• Train Support and Intake teams on:

  • New workflows

  • Process updates

  • Tool changes

• Create operational documentation and quick-reference resources

• Gather and surface frontline feedback regarding workflow effectiveness and operational pain points

Minimum Qualifications (Knowledge, Skills, and Abilities)

• 2–4+ years of experience in Support Operations, Customer Support, Healthcare Operations, or related operational role

• Strong organizational and problem-solving skills

• Ability to identify patterns, operational gaps, and process inefficiencies

• Excellent verbal and written communication skills

• Experience working cross-functionally with multiple stakeholders

• Strong attention to detail and process documentation skills

• Comfortable learning and navigating technical systems and workflows

• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications:

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

• Experience with support platforms, CRM systems, or ticketing systems

• Experience with workflow automation or operational tooling

• Experience in startup or high-growth environments

• Familiarity with reporting and operational metrics

Core Skills & Attributes

• Systems thinker

• Operationally minded

• Strong communicator

• Detail-oriented

• Collaborative

• Adaptable and resourceful

• Process-driven

• Calm under pressure

• Solutions-focused

• Strong ownership mentality

Why Join PocketRN

• Be part of a mission-driven company improving lives through nurse-led care

• Help build and scale operational systems that directly impact patients and caregivers

• Work cross-functionally with Product, Clinical, and Support leadership

• Opportunity to shape the future of Support Operations at a growing healthcare startup

• Fully remote work environment with flexibility and autonomy