Director of Customer Support

iScribeHealth; Nashville (TN); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Medical, Dental, Vision benefits

401k with Matching

Education Reimbursement

Education reimbursement

401k with matching

Job summary

A healthcare technology innovator in Nashville seeks a Director of Customer Support to deliver exceptional support for healthcare organizations. The ideal candidate will combine clinical experience and strong leadership to guide teams and enhance service efficiency through innovative technologies. Key responsibilities include developing support strategies, managing client interactions, and using data to drive improvements. This role offers competitive compensation and the chance to impact healthcare technology.

Qualifications

• Proven leadership experience in HealthTech or healthcare SaaS.
• Experience managing outages and escalations effectively.
• Passion for innovation and AI-enabled operational improvement.
• Strong executive presence with the ability to navigate complex client conversations.
• Demonstrated experience managing outages, escalations, and sensitive customer issues.
• Data-driven mindset with experience owning metrics, dashboards, and executive reporting.
• Passion for innovation, automation, and AI-enabled operational improvement.

Responsibilities

• Deliver white-glove support experience for healthcare organizations.
• Lead and coach a high-performing Customer Support organization.
• Translate support performance into actionable insights for executives.
• Lead, coach, and develop a team of support professionals with onboarding and performance reviews.
• Design and optimize support workflows, SLAs, escalation paths, and coverage models.
• Own support KPIs and report on health, risks, and opportunities.
• Advocate for customers while coordinating with Product and Development to surface issues.

Skills

Clinical background or equivalent healthcare experience

Strong executive presence

Data-driven mindset

Experience with EHR systems

Outages management

Data & dashboards

AI-enabled workflows

Education

Healthcare degree or equivalent

Job description

iScribeHealth is an AI-powered scribe solution that helps healthcare providers efficiently document patient care and sync data with Electronic Health Records (EHR) systems. Founded in 2015, we are dedicated to reducing provider burnout and improving healthcare efficiency through cutting-edge AI and automation. Our mobile platform streamlines workflows, enabling doctors to focus on patient care while ensuring seamless EHR integration. At iScribeHealth, we empower our employees to make a meaningful impact—both for themselves and the patients we serve.

The Director of Customer Support is a senior leader responsible for delivering a best-in-class, white-glove support experience for healthcare organizations using iScribeHealth. This role combines clinical experience and strong executive communication to support physicians, administrators, and IT teams in complex clinical environments. As a key escalation leader, this individual guides customers through high-impact issues with confidence, transparency, and care—while partnering closely with Product and Engineering to drive continuous improvement. The Director also leads the evolution of iScribeHealth’s support organization through data‑driven insights, modern tooling, and AI‑enabled workflows that enhance efficiency.

Essential Duties and Responsibilities

Partner with the VP of Customer Support to execute and operationalize the long‑term vision and strategy for Customer Support, ensuring alignment with company goals, customer expectations, and product maturity.

• Define what “world‑class” and “white glove” support looks like across all customer segments
• Establish escalation and communication frameworks
• Ensure support practices scale effectively as the company and customer base grows
• Serve as a senior leader and trusted advisor during critical client interactions

Operational Excellence & Process Design

Build, lead, and continuously improve a high‑performing, accountable Customer Support organization.

• Lead, coach, and develop a team of support professionals, including people‑management responsibilities such as onboarding, training, weekly team and 1:1 meetings, performance reviews, and ongoing feedback
• Establish clear expectations, accountability, and ownership across the team
• Actively support career development, growth paths, and succession planning for support team members
• Design and optimize support workflows, SLAs, escalation paths, and coverage models
• Ensure exceptional follow‑up and closure—even when not contractually required
• Maintain operational discipline while preserving a high‑touch, white‑glove customer experience

Data Insights & Executive Reporting

Translate support and application performance into clear, actionable insights for executive leadership.

• Own support KPIs including response times, resolution times, escalations, and customer sentiment
• Report on application performance trends as surfaced through customer support and client experience.
• Deliver regular executive‑level reporting on support health, risks, and opportunities
• Use data to inform staffing, tooling, process improvements, and product feedback

Cross‑Functional Partnership & Advocacy

Act as the voice of the customer internally while holding cross‑functional partners accountable.

• Partner closely with Product and Development to surface bugs, defects, and workflow challenges
• Advocate for customers while maintaining realistic expectations and product integrity
• Participate in prioritization and escalation of critical issues and outages
• Hold development teams accountable for timely resolution and clear communication during incidents

Technology, Automation & AI Enablement

Lead innovation within Customer Support by leveraging technology, automation, and AI.

• Identify opportunities to automate repetitive or low‑value support tasks
• Implement AI‑enabled workflows that improve speed, consistency, and insight
• Continuously evaluate tools and technologies that elevate the support experience

Qualifications

• Clinical background or equivalent healthcare experience strongly preferred
• Experience working with multiple EHR systems and healthcare IT environments
• Proven leadership experience in HealthTech, healthcare SaaS, or clinical support organizations
• Strong executive presence with the ability to navigate complex, high‑pressure client conversations
• Demonstrated experience managing outages, escalations, and sensitive customer issues
• Data‑driven mindset with experience owning metrics, dashboards, and executive reporting
• Passion for innovation, automation, and AI‑enabled operational improvement

Must align with iScribeHealth’s Core Values: Cares Deeply, Resourceful, Accountable, Customer‑obsessed and Knowledgeable

Next Steps:

At iScribeHealth, we assign specific attributes and characteristics to each role. This helps us identify candidates whose natural strengths align with the demands of the position—contributing to both job satisfaction and long‑term success. Our goal is to ensure that employees feel confident and fulfilled in their roles, rather than feeling like they have to stretch themselves unnaturally every day to meet expectations. The survey includes only two questions and typically takes less than 10 minutes to complete.

For the second question, “Describe How You Should Behave at Work,” please answer based on your behavior in your current or most recent role—not the role you’re applying for.

You can access the survey using the following link: iScribeHealth

Once the survey is completed email resume to [e-mail]

Why Join Us?

• Opportunity to impact the future of healthcare technology and AI‑driven solutions.
• Competitive salary and benefits including Medical, Dental, Vision, HSA/FSA, Education Reimbursement, 401k with Matching.
• Collaborative, dynamic team environment focused on innovation and growth.

iScribeHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.