Director of Product Support

Midwest Startups; Chicago (IL); Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

401(k) plan

Paid vacation & holidays

Job summary

Carefeed is seeking an experienced leader for its customer-facing technical support team in Chicago/Cincinnati. You will shape processes, own SLAs, and collaborate with Engineering to prevent issues and improve outcomes.

The role combines hands-on technical work with leadership, including incident response, knowledge-base development, and cross-functional partnerships to deliver outstanding service to enterprise clients.

Qualifications

• 7+ years in technical support, support engineering, or customer-facing engineering at a B2B SaaS company, including 3+ years managing a team.
• Strong technical depth: read logs, reason through integration failures, write SQL, and discuss with engineers.
• Experience with support platforms (Intercom, Zendesk), issue tracker (Jira), and BI tools (Metabase).

Responsibilities

• Lead and grow the team, hire, coach, and develop client support specialists.
• Own client support workflows and SLAs, define KPIs, and manage handoffs with Implementations and Customer Success.
• Own escalations and production incident management, triage, notification, resolution, and post-incident reviews.
• Scale self-service and internal expertise by maintaining knowledge bases, runbooks, and guiding deflection strategies.

Skills

Team management

Technical depth

Customer-facing

SQL

Incident response

Tools

Intercom

Zendesk

Jira

Metabase

Pendo

Job description

About Us: Carefeed is your all-day, everyday advantage in senior living and long-term care. Our platform helps communities replace paperwork, spreadsheets, and multiple point solutions with one easy-to-use platform, so every role has the information and resources they need, every day.

Built for senior care, Carefeed works seamlessly with EHRs and HRIS platforms to reduce manual work, improve communication, and give staff more time for residents. From admissions to daily care, we connect teams, families, and residents through role-specific tools that make work easier and care more personal.

Trusted by thousands of communities, Carefeed delivers measurable time savings, easy onboarding, and a platform that grows with your needs. We help senior care teams stay organized, lighten workloads, and focus on what matters most, caring for residents and supporting families.

About the Role:

Carefeed is looking for an experienced leader for our customer-facing technical support team. You'll be responsible for leading our team of client support specialists, shaping the processes and tools the team needs to be successful, and providing our clients with an outstanding level of service.

This role is hands on, highly technical and customer-facing. Your first few weeks will be spent learning the details of Carefeed’s products, including our external system integrations, product modules, and internal logic. You will be expected to be able to solve client issues as you work to improve your team’s processes and outcomes.

We believe that a critical part of great support is preventing issues from happening again (or at all). You’ll be joining our engineering organization’s leadership team, and you'll work closely with the rest of engineering to quickly identify recurring issues and emerging themes.

This role is not responsible for Carefeed’s internal IT helpdesk.

Responsibilities:

Lead and grow the team

• Hire, coach, and develop a team of client support specialists.
• Raise the technical bar — troubleshooting method, log reading, reproduction steps, ticket quality — and hold the team to a consistent operational standard.
• Create a culture of ownership and empathy. Our users are caregivers under pressure, and our mission is to give them time back – not bog them down in support!

Own client support and its SLAs

• Define and hold the team to KPIs: first response time, time to resolution, first-contact resolution, backlog age, reopen rate, and CSAT.
• Own the support workflow end to end inbox workflows, routing, macros, help center content, AI-assisted resolution — and partner with Implementation and Customer Success on clean handoffs into steady-state support.
• Build reporting that gives company leadership a clear view of support health, defect trends, and at-risk accounts.

Own escalations and production incidents

• Own escalation and incident management end to end: triage, severity classification, customer communication, resolution, and post-incident review.
• Bridge support and engineering during production issues. Serve as the senior point of contact for enterprise and multi-facility customers during high-severity incidents.

Scale self-service and internal expertise

• Build and maintain the knowledge base, runbooks, and troubleshooting guides so answers scale beyond individual people.
• Drive deflection through self-service content, in-product guidance, and automation; push for the observability and admin tooling that lets support resolve issues without an engineering handoff.

Qualifications:

Required

• 7+ years in technical support, support engineering, or customer-facing engineering at a B2B SaaS company, including 3+ years managing a team. Proven track record building or scaling a support function — you've defined the SLAs, tiering model, and escalation process, not just inherited them.
• Strong technical depth: you can read application and API logs, reason through integration failures, write SQL, and hold your own in a debugging conversation with engineers.
• Experience inside or directly alongside an engineering organization — including incident response and on‑call — with hands‑on use of a support platform (Intercom, Zendesk), an issue tracker (Jira), and a BI tool (Metabase or comparable).
• Demonstrated ability to turn support signal into shipped product change, plus the communication range to de‑escalate a frustrated executive and write a clear post‑incident summary the same afternoon.

Preferred

• Experience working with software systems with large third‑party data integrations. Experience working in senior living or healthcare generally is a plus.
• Familiarity with senior care EHRs such as PointClickCare or MatrixCare, and with integration patterns (APIs, HL7/FHIR, SFTP feeds).
• Experience with product analytics and in‑app engagement tooling such as Pendo, and with deploying AI or automation to deflect ticket volume.

Work Location: Chicago, IL (Hybrid) or Cincinnati, OH (On‑site)

What You’ll Love:

• Join a fast‑growing startup making a real impact in the lives of senior care providers and their communities
• Comprehensive medical, dental, and vision insurance to support your health and well‑being
• 401(k) plan to help you plan for the future
• Paid vacation, sick time, and company‑paid holidays to support work‑life balance
• A culture that values growth and development, with opportunities to grow your career as we scale

Carefeed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.