Are you interested in harnessing technology and AI to transform healthcare?
At XiFin, we believe a healthier, more efficient healthcare system starts with strong financial and operational foundations. Our innovative technologies help diagnostic providers, laboratories, and healthcare systems manage complexity, drive better outcomes, and stay focused on what matters most: patient care.
We’re on a mission to simplify the business side of healthcare—and we know that mission takes people from all backgrounds and experiences. Whether you’re early in your career or bringing years of expertise, we welcome your perspective, your curiosity, and your passion. We value individuals who ask questions, challenge the status quo, and want to grow while making a real difference.
About the Role
The Manager of Technical Customer Support is a hands-on leader dedicated to delivering exceptional customer experiences through effective team leadership, proactive case management, and strong cross-functional collaboration.
This role serves as a working manager, actively supporting customers by resolving Level 1 technical and database issues while ensuring the Customer Support team operates efficiently, consistently, and with a customer-first mindset. The ideal candidate is a detail-oriented support leader with strong troubleshooting and analytical skills who can translate complex technical issues into clear, actionable guidance for customers and internal teams.
This role plays a key part in identifying support trends, improving workflows, and driving continuous improvements that enhance customer satisfaction and service quality.
This position will be located at our office in San Diego, CA.
How you will make an impact:
In this role, you’ll:
- Manage and mentor the Technical Customer Support team through day-to-day leadership, coaching, and training
- Serve as an escalation point and provide hands-on technical support when needed
- Prioritize workloads and manage multiple initiatives in a fast-paced, customer-facing environment
- Actively participate in frontline support by managing a Salesforce case queue, responding to customer chats, and handling inbound phone calls
- Proactively contact customers by phone to ensure timely resolution and strong customer engagement
- Drive case resolution with a focus on resolving issues prior to escalation to Level 2 support
- Oversee case management processes to ensure prompt resolution, clear communication, and effective corrective actions
- Analyze Salesforce data, case trends, and support volumes to identify opportunities to improve product quality and customer satisfaction
- Develop and present dashboards, reports, and statistical analyses to track team performance and key operational metrics
- Perform and lead root cause analysis to identify systemic issues
- Recommend short-term fixes and long-term preventive solutions
- Partner with internal teams to reduce case volume, eliminate recurring issues, and improve support workflows
- Collaborate with Engineering, Product, and other internal teams to improve product quality, efficiency, testability, and maintainability
- Contribute customer insights and support data to influence product development and prioritization
- Support cross-departmental initiatives focused on process improvement and operational excellence
- Execute database scripts and stored procedures to resolve data-related customer issues and service requests
- Assist with technical troubleshooting across application and data layers as needed
What you will bring to the team:
We’re looking for a customer-focused support leader with a passion for problem-solving. You may be a great fit if you:
- Maintain a strong customer-first mindset and take ownership of issue resolution
- Think analytically and translate data into actionable insights
- Balance hands-on technical work with leadership responsibilities
- Adapt quickly and remain proactive in a rapidly changing environment
Skills and experience you have:
You don’t need to check every box. We will consider a combination of education and experience, including:
- Bachelor’s degree in Computer Science, Information Systems, Information Technology, or a related technical field preferred
- Experience leading or managing a technical customer support or service desk team
- Hands-on experience providing Level 1 technical and database support
- Working knowledge of Salesforce case management or similar CRM tools
- Experience analyzing support metrics, trends, and operational data
- Experience executing database scripts and stored procedures
- Familiarity with application-level and data-layer troubleshooting
Why XiFin?
We’re more than just a healthcare technology company—we’re a team that cares about people.
Here’s a glimpse at what we offer:
- Comprehensive health benefits including medical, dental, vision, and telehealth
- 401(k) with company match and personalized financial coaching to support your financial future
- Health Savings Account (HSA) with company contributions
- Wellness incentives that reward your preventative healthcare activities
- Tuition assistance to support your education and growth
- Flexible time off and company-paid holidays
- Social and fun events to build community at our locations!
Pay Transparency
At XiFin, we believe in pay transparency and fairness. The expected annual salary range for this role is $82,000 to $106,625, based on our experience, skills and geographic location.
Depending on your qualifications, you may be considered for either a Supervisor or Manager title. Final compensation will be determined during the selection process and may vary based on experience, skills, and geographic location.
Accessibility & Accommodations
We’re committed to providing an inclusive and accessible experience for all applicants. If you need a reasonable accommodation during the application process, please contact us at 858-436-2901.
Equal Opportunity Employer
XiFin is proud to be an equal opportunity employer. We value diverse voices and do not discriminate on the basis of race, color, religion, national origin, gender, gender identity, sexual orientation, disability, age, veteran status or any other basis protected by law.
Ready to apply?
We’d love to hear from you—even if you’re not sure you meet every qualification. If you're excited about the role and believe you can contribute to our team, please apply. Let's build something meaningful together.
