HealthTech Trailblazer! - Director Of Customer Support - $150k - $175k Base, Generous Bonus - Remote

ScoutLab.io; United States; Remote; USD 150,000 - 175,000; Full time

Job summary

A leading healthcare technology firm in the U.S. is seeking a Director of Customer Support to lead its support function. This fully remote role requires 5–10 years of customer support experience and at least 2 years in management. The ideal candidate will have experience managing offshore teams and a strong background in supporting mid-market and enterprise clients. The position offers a competitive salary and a chance to shape the customer success function at a growing startup.

Benefits

Competitive salary

Unlimited PTO

401(k) with company match

Flexible remote-first work culture

Qualifications

• 5–10 years of customer support, with at least 2+ years in a leadership role.
• Experience managing offshore teams is a MUST HAVE.
• Proven success supporting mid-market and enterprise clients.

Responsibilities

• Build, lead, and scale a Customer Support team.
• Define and implement best-in-class support processes.
• Analyze support data and customer feedback to drive improvement.

Skills

Customer support experience

Leadership skills

Cross-functional collaboration

Adaptability in a startup

Tools

Zendesk

Salesforce

Intercom

Job description

HealthTech Trailblazer! - Director Of Customer Support

ScoutLab.io represents this venture - backed Series A healthcare technology firm that is transforming the patient intake and authentication experience for some of the nation’s largest hospital systems.

About the Company

This 80-employee, high-growth Series A startup has secured strong funding and is rapidly scaling as the trusted partner for hospital systems across the U.S. The firm is pioneering biometric and digital intake solutions that make patient access faster, safer, and more seamless for both providers and patients.

In a healthcare environment that demands lower cost, greater efficiency, and stronger security, The firm delivers technology that replaces outdated, manual processes with secure, digital-first workflows. From large health systems and specialty clinics to enterprise partners across the care continuum, our solutions are redefining how patients and providers engage at the front door of healthcare.

About the role

• Director of Customer Support role, reporting to the VP of Customer Success
• Fully remote, East Coast preferred
• $150K–$175K base salary + 10–20% performance bonus
• Full benefits package including health, dental, vision, and 401(k)
• 5–10 years of customer support experience, with 2+ years in management
• Experience managing offshore teams is a MUST HAVE
• Proven success supporting mid-market and enterprise clients (healthcare experience preferred)
• Strong communication and leadership skills with ability to collaborate cross-functionally
• Startup experience or mindset required — agility, problem-solving, and adaptability are essential

Official Job Description

Your Role:

The Director of Customer Support will lead and scale The Firm’s Support function, ensuring our enterprise and mid-market health system clients receive world-class service at every interaction.

Reporting directly to the executive team, you will design and implement support processes, manage and mentor a distributed support team, and serve as a key driver of customer satisfaction and retention. This role requires a leader who thrives in a high-growth environment, can balance strategy with hands-on execution, and has the vision to transform support into a differentiator for The Firm.

Your Responsibilities:

• Build, lead, and scale a high-performing Customer Support team across multiple time zones and continents (India).
• Define and implement best-in-class support processes, tools, and SLAs to ensure responsiveness and consistency.
• Partner cross-functionally with Product, Customer Success, and Engineering to escalate and resolve customer issues quickly.
• Analyze support data and customer feedback to identify trends, drive continuous improvement, and influence product roadmap decisions.
• Develop reporting and KPIs to track support performance, client satisfaction, and operational efficiency.
• Serve as an executive point of escalation for enterprise healthcare clients.
• Implement scalable knowledge base and self-service resources to improve client experience.
• Foster a culture of empathy, accountability, and problem-solving across the team.

Who You Are:

• 5–10 years of experience in customer support, account management, or customer success, with at least 2+ years in a leadership role.
• Proven track record of managing mid-market and enterprise clients; healthcare industry experience preferred.
• Deep understanding of support operations, processes, and tools (Zendesk, Salesforce, Intercom, etc.).
• Strong communicator with excellent leadership and cross-functional collaboration skills.
• Comfortable operating in a startup or high-growth environment — agile, resourceful, and solutions-oriented.
• Strategic thinker who can design long-term systems, paired with the ability to roll up your sleeves and execute.
• Passion for creating world-class customer experiences.

It’s Truly a Match If You Have:

• Background working with complex, multi-stakeholder customers
• A consultative, relationship-first approach to customer engagement

Benefits and Perks:

• $150K–$175K base salary + 10–20% performance bonus
• 401(k) with company match
• Unlimited PTO and flexible, remote-first work culture
• The chance to shape and scale the Customer Success function at a mission-driven HealthTech startup

Note: This job description reflects the core responsibilities and qualifications for the Director of Customer Support role and does not include unrelated listings or postings.