Remote VP of Customer Support & AI-Driven Scale

TEEMA; San Francisco (CA); On-site; USD 180,000 - 280,000; Full time

Job summary

TEEMA is seeking a VP / Senior Director of Customer Support for a fast-growing cloud-based healthcare technology client. You will own the full lifecycle of support, from capture to resolution, and drive product improvements with Engineering and Product leadership.

You’ll build and scale a team of ~20, establish scalable processes, and push AI balance for efficient resolution. The role partners with the CPO and sits near Product and Engineering, turning support data into actionable roadmaps and

Qualifications

• 5-7 years building, leading, or scaling customer support or customer product services at a SaaS company, ideally in healthcare; direct EHR experience is a strong plus.
• Technically credible - comfortable speaking engineer-to-engineer and assessing problem-solving quality.
• Genuine hands-on AI experience - built or deployed AI agents doing real work.
• Track record of running a support function against hard SLAs and improving performance over time.
• Experience partnering with Product and Engineering leadership as a true peer.

Responsibilities

• Own SLA and case-resolution performance across the entire support organization.
• Build the systems, processes, and standards that make support genuinely excellent.
• Lead and develop a team of Support Managers overseeing a ~20 person organization.
• Redefine what scale means by building better processes, tooling and workflows.
• Raise the technical bar for the team and create real career paths.
• Bring case data into Product and Engineering roadmap discussions to influence decisions.
• Own capacity planning and tooling investment as volume grows.
• Balance AI-assisted and human resolution as the system matures.

Skills

SaaS support leadership

Hands-on AI

AI agent deployment

SLA management

Cross-functional collaboration

Job description

TEEMA is seeking a VP / Senior Director of Customer Support for a fast-growing cloud-based healthcare technology client. You will own the full lifecycle of support, from capture to resolution, and drive product improvements with Engineering and Product leadership.

You’ll build and scale a team of ~20, establish scalable processes, and push AI balance for efficient resolution. The role partners with the CPO and sits near Product and Engineering, turning support data into actionable roadmaps and