Head of Customer Support

📋 Description

• Lead the Customer Support and Technical Support leaders, who together lead the customer support
• Own the strategic direction, headcount, and budget for the support function, making resourcing and
• Define and drive best practices, standards, and KPIs for support
• Build succession and bench strength, developing next generation of leaders
• Lead key customer relationships and resolve escalations
• Drive AI capabilities to make support more efficient while maintaining human-centered experience

🎯 Requirements

• 12+ years of professional experience with significant leadership in managing leaders and scaling
• Proven track record of owning strategy, headcount, and budget for functional areas
• Experience applying AI or automation to support or service delivery at scale
• Strong executive presence and ability to operate as a peer to other functional VPs
• Exceptional communication, cross-functional collaboration, and systems-thinking abilities
• Passion for transforming healthcare and building an industry-standard support experience

🎁 Benefits

• Generous Time Off: 14 paid holidays, flexible PTO
• Comprehensive Health Plans: Medical, Dental, and Vision
• Generous HSA Contribution
• Paid Parental Leave
• Family Forming Benefits
• 401(k) Matching