Head of Customer Support & AI-Driven Service Excellence

Komodo Health, Inc.

United States

On-site

USD 150,000 - 200,000

Full time

4 days ago

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Job summary

Komodo Health, Inc. seeks a Director of Customer Support to lead its front-line support organization, the first stop for technical or data issues. This hands-on role manages a team of support professionals and drives continuous improvement in customer experience.

The ideal candidate has 8+ years in customer or technical support, with 4+ years of people management, experience with offshore teams, and a track record of improving containment and escalation processes. AI tools familiarity a plus.

Qualifications

8+ years in customer support or technical support.
4+ years managing a team of 5-10 people.
Experience with offshore or distributed teams globally.
Familiarity with customer operational support systems like Jira/Service Cloud.
Track record of improving issue containment and escalation processes.

Responsibilities

Lead front-line support organization for Komodo Health.
Manage a team of support professionals and drive customer experience improvements.
Collaborate with analytics, engineering, and product to close gaps in triage and escalation.
Establish and track KPIs such as resolution and containment rates.
Serve as the front door for customer issues and escalate to engineering with context.