Senior Director, AI-Driven Customer Support

elationhealth; United States; Remote; USD 180,000 - 250,000; Full time

Job summary

Elationhealth is seeking a senior leader to oversee customer support for its cloud-based clinical SaaS platform. You will treat support as an engineered system, owning SLAs, AI-assisted resolution quality, and a feedback loop to drive product roadmap changes to prevent issues at the source.

You will lead a scale-able, data-driven support organization, redesigning workflows, mentoring managers, and aligning capacity with product growth while ensuring exceptional customer outcomes and

Qualifications

• 7+ years building or scaling technical support organizations.
• Track record of running functions against hard SLAs and improving them.
• Deep people management experience with measurable outcomes.
• Experience designing or redesigning support career ladders and leveling frameworks.
• Technical credibility with engineers and ability to assess problem-solving quality.
• Systems-thinking mindset with redesigning workflows, tooling, and operating models.
• Data-driven approach with case data guiding product prioritization.

Responsibilities

• Own SLA performance, case-resolution metrics, backlog reduction, and customer satisfaction targets across the support organization.
• Design the QA framework for AI-assisted case resolution, balancing speed with quality.
• Optimize triage, routing, and escalation flows, including handoffs to product development.
• Establish monitoring, root cause analysis, and analytics practices for leadership visibility.
• Redefine the hiring profile toward technically oriented support professionals and build career ladders.
• Manage and develop support managers, fostering a high-performance, accountable culture.
• Translate support data into prioritized product recommendations to reduce future volume.
• Plan workforce capacity, tooling investments, and the long-term operating model as the product scales.

Skills

Leadership experience

SLA management

Technical credibility

Systems thinking

Hiring & career ladders

Data-driven decision making

Cross-functional collaboration

Job description

Elationhealth is seeking a senior leader to oversee customer support for its cloud-based clinical SaaS platform. You will treat support as an engineered system, owning SLAs, AI-assisted resolution quality, and a feedback loop to drive product roadmap changes to prevent issues at the source.

You will lead a scale-able, data-driven support organization, redesigning workflows, mentoring managers, and aligning capacity with product growth while ensuring exceptional customer outcomes and