About the Role
The Support Systems Manager oversees the maintenance, improvement, and strategic direction of the systems and tools used by our customer support organization. This role ensures our support teams have effective, reliable, and scalable systems, and plays a key part in planning and implementing enhancements that align with business goals. The manager works closely with support, IT, and leadership teams to drive system performance, usability, and innovation.

This role is ideal for a self-starter with broad technical skills and a passion for improving business processes through technology. The individual will have an opportunity to make a significant impact on how our Support organization leverages technology to deliver service with the right level of human touch.

What You’ll Accomplish

• Partner closely with the Support Leader who manages our staff and the Self-Service/AI Solutions Leader to ensure system requirements are met in order to provide a balanced ‘Human + AI Self-Service’ solution

• Lead the administration, optimization, and continuous improvement of customer support systems (such as ticketing platforms, knowledge bases, and communication tools)

• Collaborate with cross-functional teams and stakeholders to identify system needs, manage projects, and implement new features or platforms

• Oversee system configuration, user management, and data integrity, ensuring adherence to security and compliance standards

• Monitor system performance, analyze metrics, and provide regular reports to management

• Serve as the escalation point for complex system issues and coordinate resolutions with IT and vendors

• Provide coaching, training, and documentation for system users and support teams

• Stay informed on industry trends and best practices to recommend and implement relevant improvements

Hinge Health Hybrid Model

We believe that remote work and in-person work have their own advantages and disadvantages, and we want to be able to leverage the best of both worlds. Employees in hybrid roles are required to be in the office 3 days per week, for the full 8 hours of a typical business day. The San Francisco office has a dog-friendly workplace program.

Basic Qualifications

• Proven experience managing customer support or service management systems

• Experience with platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar

• Strong project management and leadership skills

• Excellent analytical, problem-solving, and communication abilities

• Ability to work collaboratively across teams and levels

Preferred Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or a related field

• 3+ years of experience administering or managing customer support systems or similar SaaS platforms

• Certifications in relevant platforms (e.g., Zendesk Admin, Salesforce Administrator, ITIL Foundation)

• Familiarity with process improvement methodologies (e.g., Lean, Six Sigma)

• Experience with API integrations or basic scripting/automation

• Ability to manage vendor relationships and negotiate service level agreement

Compensation

This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. The annual salary range for this position is $128,000 - $192,000.

About Hinge Health

Hinge Health leverages software, including AI, to largely automate care for joint and muscle health, delivering an outstanding member experience, improved member outcomes, and cost reductions for its clients. The company has designed its platform to address a broad spectrum of MSK care—from acute injury, to chronic pain, to post-surgical rehabilitation—and the platform can help to ease members’ pain, improve their function, and reduce their need for surgeries, all while driving health equity by allowing members to engage in their exercise therapy sessions from anywhere. The company is headquartered in San Francisco, California.

Learn more at http://www.hingehealth.com

What You'll Love About Us

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.

• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

• Modern life stipends: Manage your own learning and development

Culture & Engagement

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.