Senior Director / Vice President, Customer Support

Role overview A senior leadership role overseeing customer support for a cloud-based clinical SaaS platform serving healthcare providers. The position treats support as an engineered system, owning SLAs, AI-assisted resolution quality, and the feedback loop that drives product roadmap changes to prevent issues at the source rather than just resolving them downstream.

Responsibilities - Own SLA performance, case-resolution metrics, backlog reduction, and customer satisfaction targets across the support organization - Design the QA framework for AI-assisted case resolution, ensuring teams balance speed with quality - Optimize triage, routing, and escalation flows, including seamless handoffs to product development - Establish monitoring, root cause analysis, and analytics practices that keep support performance transparent to leadership - Redefine the hiring profile toward technically oriented support professionals and build career ladders that retain top talent - Manage and develop support managers, embedding a high-performance, accountable culture - Translate support data into prioritized, evidence-backed product recommendations that reduce future case volume - Plan workforce capacity, tooling investments, and the long-term operating model as the product scales

Requirements - 7+ years building or scaling technical support organizations, or 5+ years building consumer product services at software or SaaS companies with tiered escalation models - Track record of running functions against hard SLAs and systematically improving them - Deep people management experience with documented team-building outcomes - Experience designing or redesigning support career ladders and leveling frameworks - Technical credibility with engineers, including ability to assess technical problem-solving quality - Systems-thinking mindset with a track record of redesigning workflows, tooling, and operational models - Data-driven approach with examples of using case data to drive product prioritization

Nice to have - Lean Six Sigma or process engineering experience

Benefits and work setup - Salary range of $180,000–$250,000