Wisedocs Brainpower: Tristan Wong, Customer Support Manager

At Wisedocs, we’re building a stellar team, and we’re proud to introduce our team members over time through our monthly Wisedocs’ Brain Power series. Recently, we introduced you to Eric Pham, our Operations Supervisor. Today, we will meet Tristan Wong, a valuable member of the Wisedocs team and our Customer Support Manager! Tristan is a driving force behind our customer experience and brings with him a unique perspective as a former end-user of our AI medical record review platform. Passionate about technology and providing exceptional service, Tristan dives into his journey at Wisedocs, his transition from insurance to tech, and his approach to building trust through proactive, transparent support.

Tell us about your career so far. How did you end up in the tech and startup world and at Wisedocs?

“With my background in kinesiology, I landed my first job at an IME company where I was introduced to the insurance industry, specifically related to accident benefits. This is where I became an end-user of the Wisedocs platform and saw how impactful this product was to our daily workflow in processing our claims files. Over time, I became more interested in working with technology rather than remaining in the insurance and IME field. With my industry experience and interest in technology, it eventually led me to apply and work at Wisedocs today!”

What makes you excited about Wisedocs? What are the challenges?

“Being able to work with like-minded people and cross-collaborate between all the different departments like Product, Engineering, and Operations to make impactful contributions to a SaaS platform that is still in the growth stages is what makes working at Wisedocs exciting.” - Tristan Wong, Wisedocs Customer Support Manager

“As the product is still evolving and changing frequently, being able to maintain a balance of delivering exceptional service continuously to our clients while at the same time introducing new features and improvements can be challenging.”

As CEO Connor Atchison recently reflected in “A Year of Momentum,” the insurance industry is undergoing a fundamental shift in how professionals approach AI adoption. Around 84% of U.S. health insurers now use AI or machine learning in some capacity, and Wisedocs’ AI medical chronology platform stands at the forefront of this transformation. For Tristan, being a part of a team that helps claims professionals navigate this evolution brings purpose to every customer interaction.

Give us a day in the life of a Customer Support Manager: what’s your 9-5?

“I like to start my day off by checking our ticketing helpdesk to get an idea of tickets that were submitted to us since the previous day and align my team on my pressing issues, tasks, or updates for the day. I usually spend the rest of my day in and out of meetings, working on any ongoing tasks or projects in priority order. In between all this, I monitor our helpdesk and check Slack messages from my team to provide support on the tickets they are working on as needed.”

This cross-functional approach reflects Wisedocs’ commitment to teamwork. Recognized as one of the Great Place to Work® for four years in a row, Wisedocs values the kind of interdepartmental collaboration that enables employees like Tristan to thrive while delivering next-level customer experiences.

What’s one piece of feedback from a customer that has stuck with you or shaped the way you approach support?

“Consistent feedback that I’ve observed from our customers, as well as thinking back to my time as an end-user, is that the majority of customers appreciate when we are proactive with providing updates and are transparent in our responses to them. This has 100% shaped how I approach support as well as how I train my team to approach support.”

We value transparency and clear communication as core drivers across our organization, from customer interactions to the AI outputs we deliver. Wisedocs’ research shows that adding human oversight to AI outputs increases trust among claims professionals by nearly 4x. Tristan’s emphasis on transparency and proactive communication embodies this principle, building the kind of confidence that helps teams embrace AI medical record summary technology with certainty.

How do you approach a high-performing support team, and what do you think sets exceptional customer support apart in a fast-growing company?

“I approach it by first ensuring that my team has all the necessary tools and resources to enable them to be successful. This is done by laying solid foundational support processes and relying on our available ticketing tools, like automation, to make our job as simple and efficient as possible. I think what sets exceptional customer support apart is not only providing quick responses and issue resolutions, but also building a good rapport with users over time through the communication in these tickets. Over time, this builds a strong level of trust between the support team, clients, and the product.”

You’ve recently been promoted to Customer Support Manager, congratulations! What advice do you have for someone entering customer support?

“Thanks! My advice for someone entering customer support is to become a subject-matter expert on the product or service you support. Don’t be afraid to get out of your comfort zone; tackle any issues that come your way and jump on calls with clients to troubleshoot live! Ask a lot of questions and learn how different departments operate to gain a better understanding of everything that goes into the business.”

At Wisedocs, fostering both the professional and personal growth of our employees is paramount. We deeply understand the significance and fulfillment that come from pushing boundaries in the workplace. It’s this ethos that drives us to actively support the career advancement of individuals like Tristan, who transitioned from Technical Support Specialist to Customer Support Manager in just over a year and a half. We’re committed to nurturing talent and empowering our team to reach new heights.

Here at Wisedocs, we’re not just building a company; we’re fostering a community where talent thrives, and aspirations are realized. Join us in shaping the future of AI claims documentation solutions and unlocking limitless potential together by exploring career opportunities with Wisedocs.