Director of Technical Support & Customer Experience

Carefeed, Inc.; Chicago, Northern (IL, KY); Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid vacation

Job summary

Carefeed, Inc. is seeking an experienced leader for our customer-facing technical support team. You will lead client support specialists, shape processes, and provide an outstanding level of service to our clients in the senior care space.

This hands-on, highly technical role collaborates with engineering to identify recurring issues, improve workflows, and deliver proactive support. You will drive escalation management, build self-service content, and maintain strong relationships with

Qualifications

• 7+ years in technical support or similar, with at least 3+ years in people leadership.
• Proven ability to define SLAs, escalation paths, and tiering models.
• Strong technical depth for reading logs, API/integration failures, and debugging with engineers.
• Experience with support platforms (Intercom, Zendesk), Jira, and BI tools.

Responsibilities

• Lead and grow the client support team, raising the technical bar and defining standards.
• Own support SLAs, workflows, macros, help center content, and AI-assisted resolution.
• Own escalations and production incidents, coordinating with engineering during high-severity events.
• Scale self-service and internal expertise with knowledge bases and runbooks.

Skills

Technical depth

SQL

Logging & debugging

Incident response

People management

Customer-facing engineering

Tools

Intercom

Zendesk

Jira

Metabase

Pendo

AI tooling

Job description

Carefeed, Inc. is seeking an experienced leader for our customer-facing technical support team. You will lead client support specialists, shape processes, and provide an outstanding level of service to our clients in the senior care space.

This hands-on, highly technical role collaborates with engineering to identify recurring issues, improve workflows, and deliver proactive support. You will drive escalation management, build self-service content, and maintain strong relationships with