Application Software Support Lead (Remote)

About Abby Care

At Abby Care, our mission is to redefine care for the most vulnerable populations.

We are transforming home health through purpose-built, thoughtful technology and a unique care model.

What makes us the home health provider of the 21st century:

Digital health integrations - We leverage telehealth to give our clinical teams superpowers. We build technology to decrease clinical burnout and improve the measurement of health outcomes.

Clinical excellence - We strive to deliver the best-in class care to our families. Our culture encourages clinical growth and emphasizes quality in all our clinical processes.

Family training and support - We believe that the family key to a patient's wellbeing and health. Our care model incorporates family support into treatment plans.

We’re looking for a passionate, ambitious, and empathetic hustler to join us as our Product Operations Lead. You’ll work closely with the early team, create unparalleled processes to bring the best experience to our users, and help support change implementation processes. This is a full-time remote role with a timezone requirement. Candidates must be able to work in Eastern Standard Time (EST) or Pacific Standard Time (PST)

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In this role, you will Own the product resolution function. You'll manage a team that provides hands-on support to users to ensure seamless adoption, diagnose and resolve technical problems, and guide users through solutions. Additionally, you'll play a key role in onboarding users to new product features and serve as a reliable resource for product-related inquiries to enhance user satisfaction and productivit

• y.Identify trends and areas for improvement. You'll collaborate with engineering and product managers to provide actionable insights that help sustain the health of our platforms and decrease user issues. By bridging the gap between user issues across several teams and stakeholders, you'll play a key role in helping shape solutions that meet user need
• s.Identify patterns and uncover opportunities to boost efficiency. Collaborate with product managers and stakeholders to develop actionable strategies that streamline workflows and resolve challenges quickly. By bridging gaps across teams, you'll play a critical role in shaping solutions that enhance support for our user bas
• e.Be an advocate for our users. You'll build relationships with our users and collect feedback that will help us maintain and constantly improve user satisfactio
• n.Own team performance metrics, focusing on ticket resolution rates and user adoption across product lin
• esServe as a liaison between teams to improve communication and resolve operational challeng
• esMonitor and analyze product data to identify trends, inefficiencies, and improvement opportunities across multiple products
• Job requirements
• 5+ years of experience in IT support, program management, data analytics, or a similar ro
• leExcellent communication and presentation skills, with the ability to collaborate effectively with multiple tea
• msExperience managing a team, including performance management and mentori
• ngDemonstrated experience in managing cross-functional projects with tight deadlines and competing prioriti
• esEmpathy, an entrepreneurial spirit, intellectual horsepower, and unbounded curiosi
• tyStrong written and verbal communication skills in Engli

shIf you're passionate and excited about delivering life-changing care to families in need, working with a tight-knit team of builders, accelerating your career and growth, and making an impact on the next category-defining company, don’t hesitate to apply. One small action can always change an entire trajectory.

Our Value Prop to

• YouCompetitive compensation with sign-on bonus, company equity, and benefits. Our builders are a critical part of our team, and we strive to reflect this through ownership and p
• ay.Environment for growth and learning. You will have the opportunity to drive great impact and gain exposure to all functions of the company. Here, you can flex multiple realms of your operating skillset, strategic mindset, and creativi
• ty.Propel innovation in healthcare. We are leading the change in healthcare against traditional players and outdated systems. You’ll be able to operate in a fast-paced environment and itera
• te.An energizing, compassionate team. Our team cares deeply about each other. We strive to elevate and uplift each other in our day-to-day work to do the best for our families. We don't believe in bureaucratic nonsense.