Customer Support Manager

Company: Ritten

Role: Customer Support Manager

Location: Hybrid in Philadelphia or Denver
Employment Type: Full-Time

About Ritten

Ritten is building the next generation of Electronic Health Records (EHR) and practice management tools for Behavioral Health providers. We empower clinicians and admin teams with intuitive software that simplifies care delivery, improves outcomes, and supports sustainable growth. Backed by top-tier investors, we’re scaling quickly and on a mission to transform behavioral health.

Role Overview
As a Customer Support Manager at Ritten, you will be on the front lines of helping customers succeed with our platform. You’ll manage customer support tickets, troubleshoot product questions, and work closely with internal teams—including Product and Account Management—to ensure issues are resolved quickly and customers feel supported every step of the way.

This role is ideal for someone early in their career with 1–2 years of experience in a customer-facing or support role, who enjoys multitasking, problem-solving, and working in a fast-paced environment.

This position reports directly to the Senior Director of Account Management and Support.

What You’ll Do

• Manage and respond to incoming customer support tickets through our support platform
• Provide timely, clear, and friendly support to clinicians and administrative users
• Troubleshoot basic technical and product-related questions, escalating complex issues as needed
• Partner with the Product team to communicate customer feedback and recurring support themes
• Collaborate with the Account Management team to ensure customer needs are addressed efficiently
• Prioritize multiple requests while meeting response and resolution goals
• Contribute to internal documentation, FAQs, and support process improvements
  Help maintain accurate ticket notes and customer records in systems like HubSpot or other tools

What We’re Looking For

• 1–2 years of experience in Customer Support, Customer Success, Retail, Hospitality, or another customer-facing role
• Strong written and verbal communication skills
• Ability to multitask and stay organized in a high-volume support environment
• Comfortable working cross-functionally with teams such as Product or Account Management
• Strong attention to detail and a problem-solving mindset
• Interest in healthcare technology or SaaS is a plus (but not required)
   

Compensation
We offer competitive compensation packages, including strong cash salaries benchmarked against top startups at our stage, along with comprehensive healthcare benefits.

Location / Work Policy
We’re a hybrid-friendly company with an expectation of about 1–2 days per week in the office for employees located near Philadelphia and Denver.