Head of Customer Support

MyCareer+; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

A dynamic healthcare startup in New York is looking for a Head of Customer Support to lead global support and logistics teams. This role will focus on optimizing operations and driving customer satisfaction through effective team leadership and AI-driven tools. The ideal candidate has proven success in scaling support teams and possesses strong leadership and communication skills. Experience with customer support platforms like Zendesk is required.

Qualifications

• Proven success in scaling support teams and improving KPIs.
• Experience in using AI-driven tools and managing global logistics.
• Strong leadership and communication skills essential.

Responsibilities

• Manage a distributed customer support team and enhance KPIs.
• Oversee logistics operations and ensure timely global shipping.
• Grow the customer support team and lead training initiatives.
• Implement systems to monitor performance and improve customer experiences.

Skills

Scaling support teams

AI-driven tools expertise

Global logistics management

Strong leadership

Communication skills

Analytical skills

Tools

Zendesk

Freshdesk

Job description

We are an ambitious and fast-growing startup revolutionizing the MedTech space with cutting-edge solutions. Our team is passionate about transforming healthcare, and we are looking for a driven and versatile professional to support us as we scale. You will play a key role in managing various aspects of our business while helping shape the future of the health tech industry.

Role Overview

Head of Customer Support leading global support and logistics teams. This role focuses on optimizing operations, driving customer satisfaction, and ensuring scalable growth through effective systems and team leadership.

Key Responsibilities

• Customer Support: Manage a distributed team, enhance KPIs like response time and CSAT, and integrate AI tools to improve efficiency and customer interactions.
• Logistics: Oversee logistics to meet global shipping timelines and coordinate with supply chain teams for seamless operations.
• Team Leadership: Grow the team to 30-50 members, manage schedules, and lead training initiatives.
• Process Optimization: Implement systems to monitor performance, address challenges, and elevate the customer journey.

Requirements

• Proven success in scaling support teams and improving KPIs.
• Expertise in AI‑driven tools and global logistics management.
• Strong leadership, communication, and analytical skills.
• Experience with platforms like Zendesk or Freshdesk; logistics tools knowledge is a bonus.