Director, Customer Support — Healthcare Data & AI

Komodo Health, Inc.; Northern (KY); Hybrid; USD 145,000 - 197,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Flexible time off

Job summary

Komodo Health, Inc. is seeking a Director of Customer Support to lead our front-line support organization, combining strategic vision with hands-on leadership to improve customer experience across healthcare data platforms.

You will manage a team of support professionals, collaborate with analytics, engineering and product, and drive AI-enabled triage and escalation processes to raise containment and service quality. Hybrid work model in US.

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

Responsibilities

• Analyze root causes and build plans to raise containment
• Establish and track KPIs like resolution and response times
• Triaging, escalating, and closing issues efficiently
• Partner with analytics, engineering, and product to close the loop on recurring issues
• Coach the team to troubleshoot claims data and healthcare issues

Skills

Leadership

Customer support

Team management

Healthcare data

AI tools

Cross-functional collaboration

Offshore teams

Tools

Jira Service Management

Salesforce Service Cloud

Job description

Komodo Health, Inc. is seeking a Director of Customer Support to lead our front-line support organization, combining strategic vision with hands-on leadership to improve customer experience across healthcare data platforms.

You will manage a team of support professionals, collaborate with analytics, engineering and product, and drive AI-enabled triage and escalation processes to raise containment and service quality. Hybrid work model in US.