Axle Health: Axle Health provides scheduling and workforce management software to help home healthcare and hospice providers improve their clinician productivity. Backed by Y Combinator and Pear VC.
About the role
Axle Health is hiring a Senior Technical Support and Documentation Manager to build and own post-launch technical support as a defined function for the first time. We're building AI-powered scheduling and workforce management software for home health organizations, and getting customers live is only the beginning - keeping them running, resolving issues fast, and making sure the same problems don't resurface is just as critical to the business.
What they're looking for
- 5-7+ years in technical customer support, customer success, or QA for a B2B SaaS product - with demonstrated ownership of building support processes and documentation from scratch, not inheriting and maintaining someone else's
- Experience supporting or performing QA on complex SaaS platforms with heavy business logic in regulated environments
- Technical depth to diagnose customer issues independently - comfortable navigating logs, reproducing issues in a sandbox, and driving root-cause analysis without relying on engineering for the initial diagnostic work
- Strong written communication - you can write a troubleshooting run book or admin guide that a customer can follow and resolve independently, without a call
- Experience building and owning a knowledge base or documentation system end to end - not contributing to one someone else structured
- Data-driven approach to prioritization - tracks issue volume by type, uses that signal to decide what to document first and what to surface to engineering as a product problem rather than a documentation gap
More about this role
Axle Health builds AI scheduling and workforce management software to empower in-home healthcare providers to deliver exceptional, personalized care right where patients feel most comfortable—at home.
Some of the biggest providers in the country use our software (like Cityblock Health and U Penn Health System) to improve the utilization of their field teams by 17%+, and automate the operational burden of scheduling and dispatching.
Our platform includes proprietary logistics algorithms to optimize scheduling, a mobile app for field staff, an operations dashboard for office teams, engagement and booking tools for patients, and a wide range of integrations and external APIs for modular access.
We’re a team of top-tier engineers and operators, backed by $14m from top investors such as Y Combinator, Pear VC, and F-Prime, applying our intellect and logistics experience to upend how home healthcare is delivered.
Axle Health is hiring a Senior Technical Support and Documentation Manager to build and own post-launch technical support as a defined function for the first time. We're building AI-powered scheduling and workforce management software for home health organizations, and getting...
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