Senior Technical Support and Documentation Manager

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 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. This role reports to the Head of Professional Services and owns the full support loop: first response, triage, resolution, and a knowledge base that compounds with every closed ticket.

The person who thrives here has no interest in inheriting a playbook. You'll be the one writing it. You'll debug issues directly, own customer-facing communication, and document resolutions so the next occurrence doesn't require a call. This is a hands-on individual contributor role - the expectation is that you're doing the work, not coordinating others to do it for you. If you're energized by building systems from scratch and owning what you create, this is the right kind of challenge.

You've been in this position before in a B2B SaaS environment: you've owned post-launch support or technical enablement end to end, built the processes yourself, and measured whether they worked. You can diagnose a customer issue, drive it to resolution, and write it up clearly enough that a customer admin can handle the next one independently. You know the difference between problems that need better documentation and problems that shouldn't exist at all - and you know how to communicate that distinction to engineering in a way that drives action.

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• We cultivate an environment where team members feel ownership over the work they do. Everyone in an organization has big ideas and we want to hear them and implement them.

• All of our employees have equity compensation. We want you to benefit from all the hard work you do in helping patients and catalyzing this shift in healthcare.

• Medical, Dental, Vision

• 401k plan

• Flexible PTO and sick days

• Commuter benefits

• Santa Monica HQ with 180 degree beach views and daily catered lunches

• Fast paced work environment geared towards professional growth

• Get the chance to move roles within the organization to learn new skills and continue to make an impact

• Monthly team events, dinners, & happy hours

• Special team outings - some past events have included: yacht cruises, visits to Universal Studios, Magic Castle, and Vegas