ABOUT US

At Prenuvo, we are on a mission to flip the paradigm from reactive “sick-care” to proactive health care. Our award-winning whole body scan is fast (under 1 hour), safe (MRI has no ionizing radiation), and non-invasive (no contrast). Our unique integrated stack of optimized hardware, software, and increasingly AI, coupled with the patient-centric experience across our domestic and global clinics, have allowed us to lead the change against “we caught it too late again”.
We’re looking for a hands-on, technically savvy Team Lead to manage our Escalations Team, which serves as the internal help desk for clinicians and operational staff. This team is responsible for resolving platform issues quickly, supporting our member support team with technical needs, coordinating during incidents, and identifying recurring platform issues to reduce overall ticket volume. You’ll play a key role in ensuring smooth operations, excellent internal service, and closing the loop between support, engineering, and product teams to drive platform improvements.
This is a cross-functional leadership role for someone who thrives at the intersection of support, systems thinking, and operational excellence.
Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in people’s lives!

OUR VALUES

First: we are Pioneers

• Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.

Second: we are Platform-Builders

• We’re always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of what’s ahead – in a mindset of ownership and duty to our mission.

Above all: we are Patients

• We could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients’ lives, and we won’t stop till everyone can benefit from our work.

• Lead a team of escalation specialists supporting clinicians, internal teams, and member support on platform-related issues.
• Triage, prioritize, and resolve incoming escalations, ensuring fast, consistent, and high-quality support.
• Partner with the Member Support team to resolve complex issues such as user account merges, eligibility discrepancies, or backend tooling needs.
• Collaborate with engineering and SRE teams during platform incidents to assess user impact, coordinate communication, and support response efforts.
• Ensure that all incident processes follow our defined SOPs, including the use of the status page and participation in post-incident reviews.
• Monitor recurring platform issues and partner with product/engineering to advocate for fixes that reduce support volume and clinician friction.
• Drive improvements in support workflows, tooling, and documentation to scale internal support as the platform grows.
• Coach and mentor escalation team members, foster a culture of operational excellence, and track performance against SLAs and support metrics.
• Own reporting on key metrics such as ticket volume, resolution times, and the impact of upstream fixes.