Senior Director / Vice President, Customer Support

📋 Description

• Own SLA, case-resolution, backlog, and customer satisfaction performance across the support
• Design and operate a scalable support model with strong processes, escalation paths, service
• Build and audit QA frameworks for AI-assisted case resolution, ensuring teams critically evaluate
• Continuously optimize case triage, routing, escalation, and handoff processes, including effective
• Establish operating procedures for support resolution, monitoring, root-cause analysis, reporting
• Provide transparent, actionable support performance reporting to executive and cross-functional

🎯 Requirements

• 7+ years of experience building or scaling technical support or Technical Support Engineer
• Proven experience managing organizations against demanding SLAs and systematically improving
• Significant people leadership experience, including building strong teams, developing managers
• Experience designing or transforming support career ladders, leveling frameworks, and development
• Strong technical credibility, with the ability to engage effectively with engineers, assess
• Systems-thinking mindset with experience redesigning workflows, tooling, processes, and operating

🎁 Benefits

• Competitive annual salary range of $180,000–$250,000.
• Opportunity to shape customer support as a strategic function within a growing SaaS healthcare
• Senior leadership scope with direct influence over operational strategy, organizational design
• Opportunity to build and scale a technically sophisticated support organization and establish its
• Close collaboration with Product, Engineering, Customer Operations, and executive leadership.
• Meaningful opportunity to use customer insights and operational data to influence product