VP, Customer Support & Product Excellence

Elation Health; United States; On-site; USD 180,000 - 250,000; Full time

Job summary

Elation Health in the United States seeks a Senior Director / VP, Customer Support to elevate service as a strategic lever for product excellence. This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case.

You’ll build a technically oriented team, define clear career paths, and partner with Product and Engineering to translate support insights into product improvements that prevent issues at the source.

Qualifications

• 7+ years building or scaling technical support/TSE orgs or 5+ years in consumer SaaS with tiered escalation models
• Proven track record delivering against hard SLAs and driving improvements
• Strong people leadership with experience creating career ladders and leveling frameworks

Responsibilities

• Own SLA and case-resolution performance for the entire support org
• Design QA framework for AI-assisted case resolution and ensure quality
• Scale organizational structure with defined levels and growth paths
• Partner with Product and Engineering to influence roadmap based on support data
• Build data infrastructure and dashboards to make performance visible

Skills

Leadership

Operational Excellence

Data-driven

Cross-functional influence

People management

Strategic thinking

Tools

QA frameworks

Analytics dashboards

AI-assisted support

Job description

Elation Health in the United States seeks a Senior Director / VP, Customer Support to elevate service as a strategic lever for product excellence. This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case.

You’ll build a technically oriented team, define clear career paths, and partner with Product and Engineering to translate support insights into product improvements that prevent issues at the source.