What are the responsibilities and job description for the Head of Support position at Recruitment Room - Global?
Location: Onsite, San Francisco HQ
Compensation: $180K – $250K Equity
About The Organization
A fast-growing healthcare technology company building the operating system for hospital operations, starting with staffing and scheduling optimization. Its platform transforms manual, spreadsheet-heavy processes into automated workflows, freeing up thousands of hours and reducing labor costs significantly.
In under six months, the company has reached 7-figures in ARR and is backed by leading investors and health systems. The team is small, ambitious, and composed of repeat founders, engineers, and problem-solvers from top institutions.
Role Overview
The Head of Support will serve as the founding leader of the Support function, joining an initial team of three and scaling it into a world-class operation of 8–10 people by year-end. This is a player-coach role: directly involved in key accounts and escalations while building the systems, processes, and team that will define how hospitals are supported for years to come.
Key Responsibilities
Team Leadership
Compensation: $180K – $250K Equity
About The Organization
A fast-growing healthcare technology company building the operating system for hospital operations, starting with staffing and scheduling optimization. Its platform transforms manual, spreadsheet-heavy processes into automated workflows, freeing up thousands of hours and reducing labor costs significantly.
In under six months, the company has reached 7-figures in ARR and is backed by leading investors and health systems. The team is small, ambitious, and composed of repeat founders, engineers, and problem-solvers from top institutions.
Role Overview
The Head of Support will serve as the founding leader of the Support function, joining an initial team of three and scaling it into a world-class operation of 8–10 people by year-end. This is a player-coach role: directly involved in key accounts and escalations while building the systems, processes, and team that will define how hospitals are supported for years to come.
Key Responsibilities
Team Leadership
- Build and scale the support team from 3 to 8–10 specialists by year-end
- Define the quality bar, operating cadence, and culture of the support organization
- Hire, onboard, and develop support talent
- Personally handle complex escalations and high-stakes accounts
- Ensure hospitals can successfully operate critical staffing workflows at all times
- Be responsive across channels — email, SMS, video, and in-person
- Design and implement support tooling, ticketing workflows, SLAs, and escalation paths
- Build a knowledge base and documentation infrastructure that scales with the team
- Establish proactive operating cadences
- Collaborate with Engineering to reproduce bugs, surface patterns, and accelerate fixes
- Partner with Customer Success to ensure continuity across the customer journey
- Provide product insights and customer feedback to influence roadmap priorities
- 6–10 years in Customer Support, Support Operations, or Technical Support within high-growth SaaS or startup environments
- Experience scaling a support function at a high-growth startup
- Confident leader capable of owning a function in a small, evolving team structure
- Technical capability with APIs, data integrations, SQL, and troubleshooting complex issues
- Player-coach mentality — willing to do the work alongside the team
- Onsite presence in San Francisco (not a remote role)
- Thrives in ambiguity, moves fast, and defaults to ownership
- Base salary: $180K – $250K
- Equity included
Salary : $180,000 - $250,000