Director of Customer Support

Banyan Treatment Centers; Pompano Beach (FL); Hybrid; USD 150,000 - 190,000; Full time

Job summary

Banyan Treatment Centers is seeking a Director of Customer Support to design and implement a national patient care strategy across our behavioral health facilities. This field-based leadership role will require on-site presence across sites and regular travel to ensure consistent, compassionate patient interactions and outcomes.

The successful candidate will build accountability systems, define playbooks, and partner with HR and operations to embed service standards into daily practice, driving

Qualifications

• 10+ years leading service or quality operations across multiple sites.
• Proven ability to design and roll out a patient/customer service strategy with follow-up and accountability.
• Experience holding leaders accountable to new standards through follow-up, not just training.
• Experience in healthcare or behavioral health, familiarity with addiction recovery.
• Hands-on CRM implementation experience; data visualization tools.

Responsibilities

• Develop and execute a national customer care strategy aligned with growth while maintaining a patient-first, compassionate culture.
• Spend the majority of time on-site across facilities coaching staff on standardized Banyan Way behaviors.
• Create accountability loops to ensure standards are executed across all locations.
• Oversee multi-channel support (phone, chat, email) with fast responses and strong inquiry-to-assessment conversion.
• Collaborate with Admissions, Operations, Marketing and Billing for a seamless patient journey.

Skills

Multi-site operations

Customer service leadership

Healthcare experience

Travel willingness

CRM experience

Tools

CRM system

PowerBI

Call Tracking Metrics

Job description

DIRECTOR OF CUSTOMER SUPPORT | Behavioral Healthcare – SUD & MH

Pompano Beach, FL | Field-Based, with Regular Travel

Banyan Treatment Centers is seeking a Director of Customer Support to build, standardize, and hold accountable a national customer care strategy across our facilities. This is a field-first operations leadership role for someone who has designed and rolled out a service strategy from the ground up, including the accountability systems that made it stick, not someone who has simply managed an existing service operation.

ABOUT THE COMPANY

Banyan Treatment Centers is a leading national provider of intensive treatment for individuals struggling with Substance Use Disorders (SUD) and co-occurring Mental Health (MH) conditions. Backed by TPG, one of the nation's largest private equity firms, Banyan is rapidly scaling access to high-quality, compassionate behavioral health care across the country.

WHY JOIN BANYAN?

As Director of Customer Support, you will:

• Lead a new, high-impact position with direct influence on patient access to life‑saving care
• Own the patient and family experience from the first call for help through the full recovery journey, not from a dashboard, but on-site, where the interactions actually happen
• Report to the COO, with direct CEO sponsorship for this enterprise‑wide initiative
• Set the standard for patient and family interactions across every Banyan facility, building the playbook others will follow
• Partner with HR/Total Rewards to embed service standards into recognition and advancement, not just training

KEY RESPONSIBILITIES

Strategic Leadership & Field Execution

• Develop and execute a national customer care strategy aligned with Banyan's growth objectives while maintaining a patient‑first, compassionate culture
• Spend the majority of time on‑site across facilities: observing frontline interactions, coaching Executive Directors and staff on standardized "Banyan Way" behaviors, and closing the loop on issues surfaced through rounding

Accountability & Culture

• Build the follow‑up and accountability mechanisms, not communication and training alone, that ensure standards are actually executed and sustained at every facility
• Partner with HR/Total Rewards to align recognition and advancement with demonstrated service behaviors

Operational Excellence & Cross‑Functional Collaboration

• Oversee multi‑channel support operations (phone, chat, email) to ensure rapid response times, high conversion of inquiries to clinical assessments, and superior satisfaction scores
• Partner closely with Admissions, Operations, Marketing, and Billing to ensure a frictionless hand‑off process and a unified patient journey

Technology, Metrics & Compliance

• Evaluate and implement modern support technologies (CRM enhancements, AI‑driven routing, and sentiment analysis tools) to improve team efficiency and patient engagement
• Define and track KPIs including First Response Time (FRT), CSAT, inquiry‑to‑admission velocity, and trust/safety indicators that account for clinical acuity rather than raw satisfaction alone
• Ensure all support interactions adhere to HIPAA regulations and Joint Commission standards; implement regular call monitoring and quality assurance (QA) programs

QUALIFICATIONS

Experience & Background

• 10+ years leading service or quality operations across multiple sites or locations (healthcare, hospitality, or multi‑unit operations preferred); call center or single‑site customer service management experience alone is not a substitute for multi‑site execution experience
• A demonstrated, hands‑on track record of designing and rolling out a customer service or patient‑experience strategy from the ground up, including the follow‑up, tracking, and accountability systems that made it stick
• A track record of holding leaders and teams accountable to new standards through follow‑up and consequence, not training and communication alone
• Experience in healthcare, behavioral health, or wellness sectors
• Familiarity with the addiction recovery landscape

Technical & Field Requirements

• Hands‑on experience implementing (not simply using) a CRM or formal tracking system
• Familiarity with Call Tracking Metrics (or similar telephony) and data visualization tools like PowerBI
• Willingness and ability to travel regularly and spend significant time on‑site across facilities; this is a field‑based role

Communication

• Exceptional emotional intelligence and the ability to communicate complex information with empathy and clarity, along with the ability to work in a matrixed environment

Banyan Treatment Centers is an equal opportunity employer.