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 is seeking a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. You will own the end‑to‑end support system—from case capture to resolution and learning—driving both immediate service quality and long‑term prevention through product roadmap influence.

You’ll build a technically oriented team, design clear career ladders, and partner with Product and Engineering to translate support insights into

Qualifications

• 7+ years building or scaling technical support/TSE organizations.
• Proven track record running functions against hard SLAs.
• Deep people management experience with coaching and accountability.
• Experience building or redesigning support career ladders and leveling frameworks.

Responsibilities

• Own SLA and case-resolution performance for the entire support organization.
• Build a high-functioning system, team, and operating model for exceptional support.
• Design and audit the QA framework for AI-assisted case resolution.

Skills

Leadership

People management

Data-driven

Cross-functional collaboration

Job description

Elation Health in the United States is seeking a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. You will own the end‑to‑end support system—from case capture to resolution and learning—driving both immediate service quality and long‑term prevention through product roadmap influence.

You’ll build a technically oriented team, design clear career ladders, and partner with Product and Engineering to translate support insights into