Director of Customer Support

Komodo Health, Inc.; United States; On-site; USD 150,000 - 200,000; Full time

Job summary

Komodo Health, Inc. seeks a Director of Customer Support to lead its front-line support organization, the first stop for technical or data issues. This hands-on role manages a team of support professionals and drives continuous improvement in customer experience.

The ideal candidate has 8+ years in customer or technical support, with 4+ years of people management, experience with offshore teams, and a track record of improving containment and escalation processes. AI tools familiarity a plus.

Qualifications

• 8+ years in customer support or technical support.
• 4+ years managing a team of 5-10 people.
• Experience with offshore or distributed teams globally.
• Familiarity with customer operational support systems like Jira/Service Cloud.
• Track record of improving issue containment and escalation processes.

Responsibilities

• Lead front-line support organization for Komodo Health.
• Manage a team of support professionals and drive customer experience improvements.
• Collaborate with analytics, engineering, and product to close gaps in triage and escalation.
• Establish and track KPIs such as resolution and containment rates.
• Serve as the front door for customer issues and escalate to engineering with context.

Skills

Customer support leadership

Strategic vision

Operational excellence

AI-driven triage

Offshore team management

Issue containment

Tools

Jira Service Management

Salesforce Service Cloud

Job description

• The Director, Customer Support will lead Komodo Health’s front-line support organization, the first stop for any technical or data issue our customers encounter
• This is a hands-on role: you’ll manage a team of support professionals while ensuring continuous improvement of the customer experience
• Looking back on your first 12 months at Komodo Health, you will have accomplished…
• Raised the team’s independent issue resolution rate significantly
• Built a clear, transparent triage and escalation process with defined timing and ownership
• Partnered with analytics, engineering, and product to close the loop on recurring issues
• Coached the team to troubleshoot claims and healthcare data issues with real domain fluency
• Rolled out AI-enabled intake and triage processes across the team
• Defined and executed the global support strategy to meet evolving customer needs and business objectives
• Analyze the root causes behind unresolved issues and build a concrete plan to raise containment
• Establish and track KPIs including resolution rate, containment rate, and response times
• Continuously improve how issues are triaged, escalated, and closed out
• Serve as the front door for customer issues, technical and data-related, including delivery gaps from the SA team, data trends, and product bugs
• Escalate the right issues to engineering and product with enough context to move fast
• Manage a team of support ICs directly, coaching and training day-to-day
• Build the skills and judgment needed to handle claims data and healthcare customer issues independently
• Manage resourcing, including offshore team members where applicable
• Work with analytics, engineering, and product leads to fix triage and escalation gaps
• Represent support in conversations about product and data quality issues that affect customers
• Use AI tools (Claude, Zendesk, etc.) to triage incoming issues, surface patterns, and speed up root-cause analysis
• Builds and evaluates AI-enabled intake and support workflows as part of the core operating model, not as a side project

The ideal leader will bring a combination of strategic vision, operational excellence, and a deep commitment to customer successStrong business judgment: able to turn customer pain points into concrete action plans8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people at leastFamiliarity with customer operational support systems; examples include Jira Service Management, Salesforce Service Cloud, etcBackground spanning engineering, business analysis, or solutions architecture over customer successExperience managing offshore or distributed team members globallyExperience with claims data or working with life sciences/healthcare customersTrack record of improving issue containment and building escalation processes cross-functionally