Director Customer Support

Elation Health

United States

On-site

USD 140,000 - 160,000

Full time

14 days+

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Job summary

A leading healthcare technology company is seeking a Director of Customer Support to enhance service efficiency and team performance. The ideal candidate will lead managers, leveraging AI for operational improvements in customer experience. This role requires extensive experience in support leadership within a SaaS environment, along with a strong commitment to people management and mentorship. Join a diverse workplace that values inclusion and equity.

Qualifications

10+ years of customer support experience in the software/tech industry.
Current or recent experience in Support Leadership or related function.
Passionate about people management and mentorship.

Responsibilities

Lead and mentor support managers to enhance team performance.
Use AI to drive improvements in customer experience.
Create operational strategies focused on efficiency and quality.

Skills

Client-centric approach

Leadership in support management

Critical thinking

Exceptional soft skills

Strong Customer Service skills

Education

Bachelor’s degree in business or related field

Job description

Overview

Director Customer Support role at Elation Health. We are a SaaS cloud-based clinical platform focused on enhancing physician and patient quality of life. We are looking for a Director, Customer Support to lead our Support managers, build a best-in-class Support team, and partner across teams to establish processes and programs that create value for all stakeholders. The ideal candidate will bring deep experience in the Support arena and recent AI applications to enhance performance.

Role and Responsibilities

Create and maintain an operational philosophy that drives a relentless focus on an efficient and AI-optimized human interaction with bar-raising quality, efficiency and cost.
Use AI to drive operational and strategic improvements for our customer and team experience. Ideally, candidates will have examples of experiences in which they’ve done this within a Support function or related team.
Provide leadership and coaching to develop and mentor our Support Managers and their teams.
Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team – with a resolute focus on customer experience.
Align with the COO and SVP of Customer Operations on department strategy and operating plan for the Support organization as we continue to scale our team.
Liaise with other leadership, as well as cross-functional leadership to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation.
Work with COO, SVP, People Ops, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly.
Assist with incident response when necessary as an escalation point, communicating with customers and providing info to internal teams.
Continue to refine the analytics and KPIs used to evaluate Support (holistically and at the individual level) and establish team goals and priorities.
Own the support tools and systems strategy, including training and knowledge management, workforce management, customer and partner relationship management, contact routing, program management, trust and safety, and quality assurance.
Partner with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams’ efforts.

Professional Qualifications

Views the Support function as a differentiator in the market
Passionate about people management, development, and mentorship with previous experience leading managers in a tiered support organization across multiple locations
A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
Provides direction to managers in various areas, groups, and/or operations
Self-motivated, detail-attentive, and have a desire for continuous learning
Someone with a high EQ and soft skills, with exceptional written and oral communication
Able to think creatively about a wide variety of challenges.
Current or recent experience (within the last 2-3 years) working in a Support Leadership or adjacent function within a complex SaaS technology environment
Be a natural-born educator. Knowledge is power, and we’re all about empowerment.
Strong Customer Service skills. Effective communication also requires effective listening, so be ready to lend a sympathetic ear and offer reassurance when needed.
10+ years of previous customer support experience in the software/tech industry.
Bachelor’s degree in business, or a related field—or equivalent years of experience.

Compensation and Benefits

Salary range: $140,000-160,000 + variable compensation

EEO and Diversity

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

Seniority level