Director, Customer Support

Role overview

A Director of Customer Support is needed to lead the support function for a virtual care platform serving both consumers and clinicians. The role owns strategy, operations, and modernization of the support experience, with a strong emphasis on AI-powered tools and automation balanced against the human judgment required for sensitive patient interactions. This is a senior leadership position accountable for Patient Net Promoter Score and other core support metrics.

Responsibilities

- Lead, recruit, train, and develop a high-performing customer support team while fostering a collaborative, service-oriented culture. - Define and execute a customer support strategy aligned with company growth goals and continuously improve processes against industry best practices. - Drive the transformation of the support function through AI-powered tools, including AI-assisted triage, chatbots or virtual agents, intelligent ticket routing, and agent-assist copilots. - Own Patient NPS and core support KPIs such as resolution time, first-response time, contact deflection, and first-contact resolution, designing interventions to systematically lift satisfaction. - Partner with Product, Engineering, Data, Clinical, and Network Operations teams to evaluate, pilot, and scale AI and automation solutions in compliance with HIPAA and internal data-privacy standards. - Build a measurement framework linking automation initiatives to support KPIs, report ROI to the executive team, and gather customer insights to inform product development.

Requirements

- 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, or virtual care delivery organizations. - 5+ years leading and managing high-performing customer support teams. - 5+ years using customer service and customer experience software such as Zendesk. - Demonstrated record of using data and technology, including AI and automation, to measurably improve KPIs like resolution time, response time, and NPS or CSAT. - Hands-on understanding of AI-powered support tools such as conversational AI, automated ticket routing, and agent-assist platforms. - Strong communication, interpersonal, and data analysis skills, with a track record of driving continuous improvement.

Nice to have

- Up-to-date knowledge of industry trends in customer support, virtual care delivery, and AI applications. - Experience collaborating across clinical, network operations, product, and customer success functions in a regulated environment.

Benefits and work setup

- Base pay range of $126,000 to $179,300, plus bonus and equity, with final offers based on scope, experience, education, location, and market factors. - Medical, dental, and vision coverage. - Life, short-term, and long-term disability insurance. - 401(k) match. - Flexible PTO and parental leave. - Stock options and additional perks. - The employer is not sponsoring new employment authorization for this role.