Vendor Support Operations Lead

Join the team that’s transforming how hospitals and surgery centers run their operating rooms!

Region: National (remote)

Department: Vendor Support & Operations

Reports to: Director of Vendor Success

Employment: Full-Time

Compensation: $70,000

About OR TRAX

O.R. TRAX is a healthcare SaaS company transforming how hospitals and ambulatory surgery centers manage vendor access and surgical scheduling. The platform automates credentialing, enforces compliance, and improves operating room throughput across enterprise health systems.

Trusted by some of the nation’s most complex providers, O.R. TRAX supports hundreds of hospitals with zero-hardware deployment and enterprise-scale reliability. iBadge technology streamlines vendor check-ins, reduces delays, and keeps surgical teams moving.

The company is fast-growing, execution-driven, and built for ownership. Teams run end to end. Wins are visible. Mistakes get fixed fast. The work directly impacts patient care, hospital efficiency, and surgical safety.

This is a front-row seat to building infrastructure healthcare depends on, one hospital and one Ambulatory Surgical Center (ASC) at a time.

About the Role

Our customers are the pharma reps, device reps, and other vendor personnel who rely on O.R. TRAX and iBadge every day to get into healthcare facilities and ORs to do their jobs. This role owns the day-to-day running of the support team that serves them.

We're looking for a Support Operations Lead to run the daily operations of a small support team: real-time queue monitoring, building and maintaining SOPs, documenting process in Confluence, setting and enforcing best practices, and becoming the go-to subject matter expert on how support works at OR TRAX. This person takes day-to-day execution off leadership's plate so leadership can focus on strategic priorities, while making sure the team has clear process, consistent quality, and a real-time view of what's happening in the queue.

This is a hands-on operator role, not a strategy role. The right person likes structure, writes things down, and is comfortable being the person the team turns to when something's unclear.

What You'll Do

• Run the Floor: Own real-time monitoring of the support queue, staffing coverage, and ticket flow throughout the day, catching and addressing issues before they become backlogs.
• Build the Playbook: Write, organize, and maintain SOPs and Confluence documentation so process is clear, current, and easy for the team to follow.
• Set the Standard: Define and enforce best practices for ticket handling, tone, escalation, and quality, and hold the team to them.
• Be the SME: Become the go-to expert on OR TRAX's support processes, product behavior, and edge cases; the person the team and other departments turn to with questions.
• Free Up Leadership: Take ownership of day-to-day execution so leaders can focus on strategic initiatives, with regular updates on team performance and issues that need leadership attention.
• Coach the Team: Provide day-to-day guidance and feedback to support team members to keep quality and consistency high.
• Roll Up Your Sleeves: Jump on the phones and work tickets directly whenever volume, coverage gaps, or urgent issues call for it. This person leads and executes, not one or the other.
• Handle Escalations: Step in on escalated issues when needed, though these are the exception rather than the day-to-day.
• Build the Training Program: Design and run onboarding and training for new and existing team members as the team grows.
• Own the Toolset: Manage the tools and platform configuration itself, including macros, routing rules, and tagging, not just work within it.
• Be the Support Voice: Represent support in product and engineering conversations when tickets surface bugs or feature gaps.
• Grow With Us: This role has a clear path to a management position, with the opportunity to help launch new initiatives like omnichannel support and chatbots. Build your resume and your career at OR TRAX.

Key Responsibilities

• Monitor the support queue in real time and manage daily workload and coverage across the team
• Write and maintain SOPs and Confluence pages covering support processes, escalation paths, and product/process changes
• Set, document, and enforce best practices for how the team handles tickets, escalations, and customer communication
• Serve as the internal subject matter expert on support processes and product behavior
• Identify recurring issues or process gaps and drive fixes, looping in product or other teams as needed
• Provide day-to-day coaching and quality feedback to team members
• Report team performance, trends, and blockers to leadership on a regular cadence
• Support onboarding and training for new support team members

Success metrics include: SLA adherence, ticket quality and consistency, SOP/documentation coverage, and team responsiveness during peak volume.

What We're Looking For

• 3-5+ years of experience in customer or technical support, ideally with some team lead, senior agent, or shift lead experience.
• Process-Minded: Strong writer and documenter; comfortable building SOPs and Confluence pages from scratch and keeping them current.
• Real-Time Operator: Experience monitoring live queues or dashboards and making in-the-moment staffing or escalation calls.
• Quality-Focused: Track record of setting and holding a team to clear best practices and quality standards.
• Trusted SME: Able to quickly become the go-to expert on a product and its processes, and comfortable being the point person for the team's questions.
• Self-Directed: Can run day-to-day operations independently with minimal oversight, and knows when to escalate versus when to solve it themselves.
• Healthcare or regulated-industry experience is a plus, but not required.

Nice to Have

• Experience with JIRA Service Management or Confluence specifically
• Prior experience supporting a customer base that isn't the end consumer (e.g., reps, contractors, or field personnel accessing a controlled environment)
• Experience building a support function from an early or informal stage into a documented, repeatable one

Why O.R. TRAX?

• Massive Impact: Hospitals and ambulatory surgery centers using O.R. TRAX report saving hundreds of thousands per year, reducing surgical delays, and improving patient safety.
• Explosive Growth: Be part of a rapidly expanding company with a proven solution and an untapped market.

• Ownership from Day One: You'll build the playbook the support team runs on, not just follow one.
• Fun, Driven Team: We celebrate wins, share ideas, and truly love what we do.