Director, Customer Support (AI-Driven Healthcare)

Komodo Health; United States; Hybrid; USD 145,000 - 197,000; Full time

Benefits offered by this job

Hybrid work model

Performance-based bonuses

Equity awards

Health, dental, vision insurance

401(k) with company match

Job summary

Komodo Health is seeking a Director of Customer Support to lead the front-line support organization and drive continuous improvement in customer experience. This hands-on role manages a team of support professionals and partners with analytics, engineering, and product to close loop on recurring issues.

The ideal candidate has 8+ years in customer support, including 4+ years leading teams, with experience in healthcare data and offshore teams.

Qualifications

• 8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people
• Background spanning engineering, business analysis, or solutions architecture over customer success
• Experience with claims data or working with life sciences/healthcare customers
• Track record of improving issue containment and building escalation processes cross-functionally
• Strong business judgment: turn customer pain points into concrete action plans
• Familiarity with customer operational support systems; examples include Jira Service Management, Salesforce Service Cloud, etc.
• Experience managing offshore or distributed team members globally

Responsibilities

• Analyze root causes behind unresolved issues and build a plan to raise containment
• Establish and track KPIs including resolution rate, containment rate, and response times
• Continuously improve triage, escalation, and closure processes
• Serve as the front door for customer and data issues, including delivery gaps from the SA team
• Escalate issues to engineering and product with context to move fast
• Manage a team of support ICs and coach day-to-day
• Build skills to handle claims data and healthcare customer issues independently
• Coordinate with analytics, engineering, and product to fix gaps
• Represent support in product and data quality discussions

Skills

Customer support leadership

Team management

Cross-functional collaboration

Escalation processes

AI-enabled support

Offshore/distributed teams

Experience with Jira Service Mgmt / SF

Tools

Jira Service Management

Salesforce Service Cloud

Job description

Komodo Health is seeking a Director of Customer Support to lead the front-line support organization and drive continuous improvement in customer experience. This hands-on role manages a team of support professionals and partners with analytics, engineering, and product to close loop on recurring issues.

The ideal candidate has 8+ years in customer support, including 4+ years leading teams, with experience in healthcare data and offshore teams.