Customer Support & Implementation Lead

Customer Support \& Implementation Lead **Issio Solutions** · Remote · Part\-Time (with Full\-Time Potential) Job Summary Issio Solutions is a SaaS workforce optimization platform built for government and federal healthcare — including VA medical centers and Military Health System facilities. We're modernizing the way hospitals schedule staff, manage credentials, and run daily operations. The tools are overdue. The mission is real. And we're growing. We're looking for a Technology Implementation Specialist who is organized, communicates clearly, and thrives in a role where no two days look the same. This is a non\-coding, people\-and\-process role — but it requires someone who is genuinely fluent in modern technology tools and can learn new software quickly. You'll support the onboarding of new clients, build the training and documentation that makes them successful, and grow into leading the customer support function as Issio scales. If you're the kind of person who builds systems, not just follows them — this is your role. Responsibilities * Support end\-to\-end client onboarding and platform implementation at healthcare facilities, coordinating timelines, tasks, and stakeholder communication * Build Issio's customer support function from the ground up — process, ticketing, knowledge base, and reporting * Create SOPs, user guides, training materials, and internal playbooks in plain language that clinical staff can actually follow * Develop and maintain a video training library and help center for role\-based onboarding (charge nurse, nurse manager, timekeeper, and more) * Run live and async training sessions with hospital staff and administrators; drive long\-term platform adoption * Explore and implement self\-service tools including chatbots and in\-app help content to reduce support volume over time * Translate user feedback into clear product and process improvement requests * Manage project tasks and status visibility across Slack and project boards — async\-first, minimal meetings * Support secondary needs during slower periods: marketing materials, proposal drafting, website content, and QA feedback Experience \& Skills * Proven ability to manage projects and coordinate multiple workstreams without heavy oversight * Strong written and verbal communication — clear, concise, and adaptable across clinical staff and executive audiences * Comfortable with modern productivity and AI tools in daily workflow: Claude, ChatGPT, Notion, Asana, Loom, Scribe, Canva, Zapier, or similar * Experience building or contributing to SOPs, training materials, or knowledge base content * Familiarity with customer support or ticketing platforms (Zendesk, Freshdesk, Jira Service Management) is a plus * Healthcare, clinical, or hospital operations background strongly valued — RNs and clinical staff transitioning into technology roles are encouraged to apply * Veterans and those with military service experience are strongly encouraged to apply * PMP, CAPM,