Director of Shared Services & Customer Support

PracticeTek; San Diego (CA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health, dental, vision coverage

401(k) with company match

PTO and paid holidays

Job summary

PracticeTek is seeking a Director of Customer Support and Shared Services in San Diego. You will lead the Payments, Clearinghouse, and Account Services support teams, shaping a unified operating model that delivers consistent service across brands.

You’ll drive performance, knowledge management, and automation while partnering with product, engineering, finance, and risk teams to optimize customer outcomes.

Qualifications

• 10+ years of progressive experience in customer support or related service roles.
• 5+ years leading managers or teams in a multi-brand environment.
• Experience in B2B SaaS, healthcare tech, or FinTech is a plus.

Responsibilities

• Lead a unified shared-services strategy across Payments, Clearinghouse, and Account Services.
• Develop managers and teams with clear roles, capacity plans, and accountability.
• Own service metrics: CSAT, first-contact resolution, response time, backlog health, and cost-to-serve.
• Establish incident and escalation practices with cross-functional coordination and timely comms.
• Identify automation opportunities and translate feedback into knowledge and product improvements.
• Partner with Product, Engineering, Finance, Risk and Compliance, and Customer Success.

Skills

Leadership

Customer service

Cross-functional collaboration

Operations management

Education

Bachelor's degree

Tools

CRM systems

Ticketing platforms

Knowledge management

Data analytics tools

Job description

PracticeTek is seeking a Director of Customer Support and Shared Services in San Diego. You will lead the Payments, Clearinghouse, and Account Services support teams, shaping a unified operating model that delivers consistent service across brands.

You’ll drive performance, knowledge management, and automation while partnering with product, engineering, finance, and risk teams to optimize customer outcomes.