Director, AI-Driven Customer Support

Wheel; United States; Remote; USD 126,000 - 179,000; Full time

Benefits offered by this job

Medical benefits

401K match

Flexible PTO

Parental leave

Stock options

Additional programs and perks

Job summary

Wheel is seeking a Director, Customer Support to lead a high-performing team and modernize operations with AI-powered tools, focusing on reducing resolution time and improving patient NPS.

You will partner with Product, Engineering and Data teams to pilot and scale AI/automation solutions, while ensuring HIPAA privacy standards. The role emphasizes measuring impact on key KPIs and driving continuous improvement across the support organization.

Qualifications

• 10+ years in client success or customer support, preferably in digital health, SaaS or virtual care delivery.
• 5+ years leading high-performing customer support teams.
• 5+ years using CX software (e.g., Zendesk) to improve KPIs.
• Established track record using data/technology to improve resolution time, response time and NPS/CSAT.
• Strong data analysis skills and ability to derive actionable plans.

Responsibilities

• Lead and inspire a high-performing customer support team.
• Foster a positive, collaborative team culture delivering exceptional service.
• Recruit, train, and develop support professionals for a skilled workforce.
• Develop and execute a customer support strategy aligned with company goals.
• Improve support processes to enhance efficiency and effectiveness.
• Implement best practices to ensure high service standards.
• Lead AI-powered transformation of support including AI triage and chatbots.
• Own Patient NPS and design AI-enabled interventions to improve satisfaction.
• Partner with Product, Engineering and Data to evaluate vendors and scale solutions while ensuring HIPAA compliance.
• Build a measurement framework linking AI initiatives to KPIs and report ROI.

Skills

Leadership

People management

Data analysis

Communication

Strategic thinking

Tools

Zendesk

AI tools evaluation

Job description

Wheel is seeking a Director, Customer Support to lead a high-performing team and modernize operations with AI-powered tools, focusing on reducing resolution time and improving patient NPS.

You will partner with Product, Engineering and Data teams to pilot and scale AI/automation solutions, while ensuring HIPAA privacy standards. The role emphasizes measuring impact on key KPIs and driving continuous improvement across the support organization.