Director, AI-Powered Customer Support

Openkrill

United States

Remote

USD 126,000 - 179,000

Full time

12 days ago

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Benefits offered by this job

Medical, Dental and Vision

401K match

Flexible PTO

Parental Leave

Stock options

Additional programs and perks

Job summary

Wheel is seeking a Director, Customer Support to lead and transform our support organization as we scale. You will design and implement AI-enabled strategies to improve NPS, reduce resolution times, and align coaching, processes, and metrics with business goals.

You will partner with Product, Engineering and Data teams to pilot tools, ensure HIPAA compliance, and report ROI to executives while building a culture of service excellence and continuous improvement.

Qualifications

10+ years of experience in client success or customer support roles.
5+ years leading and managing high-performing teams.
Experience evaluating or deploying AI-powered support tools.
Strong data analysis skills and ability to drive KPIs.
Experience in digital health or SaaS preferred.

Responsibilities

Lead and inspire a high-performing customer support team.
Foster a positive, collaborative culture focused on service excellence.
Recruit, train, and develop support professionals.
Develop and execute a customer support strategy aligned with company goals.
Implement AI-powered tools and automation to reduce resolution time and improve first-contact resolution.
Own Patient NPS as a core success metric and drive improvements.