Technical Support Lead at Sonio

ABOUT SONIO Each year, 140M children are born. Birth defects affect 1 in 33 births in developed countries, and in 50% of cases, they are not detected during prenatal examinations. Prenatal medicine is particularly complex, and the scans impose heavy responsibilities on healthcare professionals. They can also be a source of stress for future parents. Resulting from 5 years of collaboration between world-renowned experts from Necker Hospital and Ecole Polytechnique, Sonio uses artificial intelligence to improve prenatal screening and diagnosis. Based on patented algorithms and a proprietary expert database, Sonio aims to become the reference tool to help practitioners improve screening, reduce diagnostic errors, and optimize pregnant women’s medical path. Sonio's mission is to improve women's and children's health by promoting access and quality of care through technological innovation, medical expertise, and collective intelligence. About the role Sonio is experiencing rapid growth in the United States, partnering with major clinics and onboarding new clients at an accelerating pace. In this context, we're looking for our founding Technical Support Lead to build and scale our support function from the ground up. You'll be joining at a pivotal moment: our customer base is growing exponentially, and we need someone who can build a support organization that scales alongside the business, without compromising on quality or customer trust. 1. Build: The Foundation - Be the Expert: Manage initial tickets and calls to master the product and build customer trust. - Structure Processes: Design SLAs, escalation paths, and workflows between Engineering and Product. - Tooling & Knowledge: Optimize HubSpot (automations/reporting) and create a self-serve knowledge base (FAQs/troubleshooting guides). - Voice of Customer: Translate user feedback into actionable insights for the product roadmap. 2. Scale: The Future - Team Growth: Recruit, onboard, and mentor a high-performing support team. - Operational Excellence: Track key KPIs (CSAT, Resolution Time, Cost-to-serve) and continuously automate to drive efficiency. - Strategic Leadership: Develop team autonomy and maintain high quality during 10x volume growth. About the profile Sonio is a mission-driven company, so interest in our mission is critical. Other requirements are: - 3-5 years in Tech Support, Ops, or CS (ideally SaaS or MedTech). - ou have thrived in hypergrowth environments and know how to build from scratch. - Proven ability (or strong potential) to lead, coach, and manage a team. - Proficient with ticketing tools (HubSpot, Zendesk, etc.); basic SQL is a plus. - Fluent in English Benefits: ⚕️Health Insurance (Medical plan, vision, dental) - up to 30,000$ per year + FSA & HSA 👵 401(k) - up 4% of your salary matched ⛑️ Life Insurance - covering 2 times your salary, up to $200k 🐣 An attractive Parental Policy for primary and secondary caregivers 🏝️ 20 PTO + 1 week offered between Christmas and New Year 🖥️ Offices in Boston (HQ) & New York (incl. free breakfast, drinks & gym) ⏰ Flexible hours & remote policies 🚎 Commuter Benefits ✈️ One offsite per year in France & regular team building with US team 🚀 Ongoing trainings and continuous opportunities for professional growth and development, specifically unlimited access to coaching Location: Boston preferred, New York is also possible - Due to our strong presence on the West Coast, this position requires working 4 days a week in the PST time zone Salary: $110,000-135,000 + 10% We move fast and aspire to be transparent over the process - our objective is that the process from the first chat to an offer is no longer than a month. We also aspire to give an answer to every application in a week - if you have not heard from us, please follow up at [Upgrade to PRO to see contact].