Director of Customer Support

Wheel; United States; Remote; USD 180,000 - 230,000; Full time

Benefits offered by this job

Medical, vision, and dental insurance

Flexible PTO policy

Home office stipend $500

Flexible WFH policy

Paid parental leave

Personal growth stipend $5250

Job summary

Wheel is seeking a Director, Customer Support to drive transformation of the support organization with AI-powered tools, aiming to shorten resolution times and lift patient NPS while ensuring HIPAA compliance.

You will recruit, mentor, and lead a high-performing team, collaborate with Product, Engineering and Data, and regularly report ROI to executives on automation initiatives.

Qualifications

• 5+ years leading and managing high-performing customer support teams.
• Experience with Zendesk or equivalent CX software.
• 10+ years in client success or customer support in digital health or SaaS.
• Experience evaluating or deploying AI-powered support tools.
• Strong data-driven approach to improve KPIs like NPS/CSAT, resolution time.

Responsibilities

• Lead and transform Wheel's customer support with AI-powered tools and automation.
• Develop and implement strategies to modernize customer support operations.
• Own Patient NPS and design interventions to improve satisfaction and loyalty.
• Partner with Product, Engineering and Data teams to pilot AI solutions.
• Build a measurement framework linking AI initiatives to support KPIs and ROI.
• Recruit, train, and develop a skilled customer support workforce.

Skills

Leadership

Communication

CX software (Zendesk)

Data analysis

AI/Automation tools

HIPAA compliance

Cross-functional collaboration

Project management

Tools

Zendesk

CRM software

Conversational AI platforms

Job description

• As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty
• You will be responsible for developing and implementing strategies to modernize customer support operations — including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (eg, resolution time, first-response time, contact deflection), and support the growth of our platform
• Lead and inspire a high-performing customer support team
• Foster a positive and collaborative team culture focused on delivering exceptional service
• Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce
• Develop and execute a customer support strategy aligned with company goals
• Continuously assess and improve customer support processes to enhance efficiency and effectiveness
• Implement industry best practices to ensure the highest standards of service delivery
• Lead the transformation of Wheel’s customer support function through AI-powered tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots, in order to reduce resolution time and improve first-contact resolution
• Own Patient NPS as a core success metric — identify friction points in the patient support journey and design AI-enabled and process interventions to systematically improve satisfaction and loyalty
• Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors and in-house solutions for customer support, ensuring compliance with HIPAA and Wheel’s data-privacy and security standards
• Build a measurement framework connecting AI/automation initiatives to concrete support KPIs (resolution time, response time, ticket volume per agent, deflection rate, CSAT/NPS) and report on ROI to the executive team
• Champion change management and training programs to help the support team adopt new AI tools effectively, balancing automation with the human judgment needed for sensitive patient interactions
• Gather customer feedback and insights to inform product development and enhance user experience
• Define and monitor key performance indicators (KPIs) for the customer support team
• Analyze customer support data to identify trends and areas for improvement
• Provide regular reports and updates to the executive team on customer support performance, including AI/automation-driven improvements
• Collaborate with other departments, including Network Operations, Clinical, Product Development and Customer Success, to ensure a seamless and unified customer experience

Benefits

• Medical, vision, and dental insurance
• Flexible PTO policy
• $500 home office stipend
• Flexible WFH policy
• Paid parental leave
• $5250 personal growth stipend

• 5+ years of experience leading and managing high-performing customer support teams
• Excellent communication and interpersonal skills
• 5+ years experience using customer service and customer experience (CX) software (e.g. "Zendesk")
• 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations
• Demonstrated ability to drive continuous improvement and implement best practices
• Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools (e.g., conversational AI, automated ticket routing, agent-assist platforms)
• Established track record of using data and technology (including AI/automation) to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT
• Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications to drive innovation and growth
• Strong data analysis skills, with the ability to derive insights from data and use them to drive actionable plans

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role