Head of Customer Support - SaaS, Data-Driven Ops Lead

elationhealth; United States; Remote; USD 77,000 - 98,000; Full time

Benefits offered by this job

Salary range visibility

Job summary

Elation Health is seeking a leader to head the customer support function for a cloud-based clinical SaaS platform serving independent primary care practices. This role treats support as a product, combining people management, operational rigor, and data-driven experimentation to lift resolution speed, case quality, and upstream product improvements.

You will partner with Engineering, Product, and Customer Operations to translate frontline insights into systemic change, build dashboards, and own

Qualifications

• 5+ years in technical support or customer operations.
• At least 2 years in people management.
• Experience with SaaS or B2B software and troubleshooting.

Responsibilities

• Lead a team of 8–10 support professionals and oversee hiring, onboarding, and performance.
• Manage triage, routing, escalation, and real-time queue health.
• Design experiments to improve time-to-resolution and CSAT, including AI-assisted handling.
• Build KPIs, dashboards, and lead weekly case reviews.
• Maintain the Support playbook and automation roadmap.
• Collaborate with Engineering and Product to embed support insights upstream.

Skills

People leadership

Data analytics

Cross-functional collaboration

Root cause analysis

Coaching

Automation awareness

Tools

Notion

Linear

Salesforce

Intercom

Job description

Elation Health is seeking a leader to head the customer support function for a cloud-based clinical SaaS platform serving independent primary care practices. This role treats support as a product, combining people management, operational rigor, and data-driven experimentation to lift resolution speed, case quality, and upstream product improvements.

You will partner with Engineering, Product, and Customer Operations to translate frontline insights into systemic change, build dashboards, and own