VP, AI-First Customer Support (SaaS) – Remote

MatrixCare; United States; Remote; USD 200,000 - 240,000; Full time

Job summary

MatrixCare in the United States is seeking a Vice President, Customer Support to lead the transformation of Support across its portfolio of post-acute care solutions. You will report to the Chief Customer Officer and drive AI-first strategies throughout the support lifecycle.

This role focuses on embedding AI, automation, intelligent self-service, and knowledge management to improve customer satisfaction and faster resolutions while maintaining expert human support in critical healthcare

Qualifications

• 12+ years of progressive leadership in customer support, technical support, or related functions within SaaS, enterprise software, or healthcare technology.
• 7+ years leading large, distributed support organizations and teams of leaders.
• Proven ability to deploy AI and automation at scale in production support with measurable gains in CX, productivity, or cost-to-serve.
• Experience in healthcare technology supporting enterprise software used in clinical, financial, regulatory, or operational workflows.
• Experience supporting complex enterprise customers with multiple locations, products, and dependencies.

Responsibilities

• Lead the transformation to an AI-first support model across intake, triage, routing, and self-service.
• Develop and execute a support strategy and operating model for multiple product lines and segments.
• Oversee support operations across a complex healthcare tech portfolio with critical workflows.
• Improve CSAT, first-contact resolution, and SLA performance across products.
• Build capacity via AI, automation, and workflow redesign to scale without headcount growth.
• Expand self-service and knowledge management to power AI and support teams.

Skills

Customer Support

SaaS

Leadership

Healthcare Technology

Job description

MatrixCare in the United States is seeking a Vice President, Customer Support to lead the transformation of Support across its portfolio of post-acute care solutions. You will report to the Chief Customer Officer and drive AI-first strategies throughout the support lifecycle.

This role focuses on embedding AI, automation, intelligent self-service, and knowledge management to improve customer satisfaction and faster resolutions while maintaining expert human support in critical healthcare