Director of Tech Customer Care & AI-Enabled Support

HHAeXchange; Minneapolis (MN); On-site; USD 155,000 - 170,000; Full time

Benefits offered by this job

Health plans

Paid time off

Company holidays

401K with company match

Job summary

HHAeXchange in Bloomington, MN seeks a Director to lead the Tier 1 Technical Customer Care organization, directing a high-volume contact center and ensuring exceptional customer experience through operational excellence and cross-functional alignment.

The role requires 10+ years in leadership within healthcare tech or regulated industries, 5+ years managing SaaS support teams, and experience with Salesforce Service Cloud and Jira.

Qualifications

• 10+ years of leadership experience in high-volume contact center or technical support environments.
• Minimum 5 years managing teams that support customers using complex software products in a SaaS environment.
• Extensive experience leading multi-channel call center operations including phone, ticket, chat, and escalation workflows.

Responsibilities

• Oversee Tier 1 Technical Customer Care organization in the Bloomington, MN contact center, guiding daily operations and long-term direction.
• Ensure QA standards, CSAT, SLA, and ASA are applied consistently across all teams.
• Drive and operationalize a Technical Customer Care strategy with staffing models and performance metrics.
• Operationalize AI-enabled service tools to improve efficiency and customer outcomes.
• Serve as executive escalation point for complex or high-visibility issues.

Job description

HHAeXchange in Bloomington, MN seeks a Director to lead the Tier 1 Technical Customer Care organization, directing a high-volume contact center and ensuring exceptional customer experience through operational excellence and cross-functional alignment.

The role requires 10+ years in leadership within healthcare tech or regulated industries, 5+ years managing SaaS support teams, and experience with Salesforce Service Cloud and Jira.