VP, Customer Support (SaaS)

MatrixCare; United States; A distancia; USD 200.000 - 240.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer Support

SaaS

Leadership

Healthcare Technology

Descripción del empleo

Highlights

• Location Remote, US


• Start Date Nov 2, 2026


• Work Location Allows Remote Work

Skills

• Customer Support


• SaaS


• Leadership


• Healthcare Technology

Description

About MatrixCare

MatrixCare provides software solutions to more than 15,000 providers supporting skilled nursing, senior living and long-term care, life plan communities, and home health and hospice care. A multi-year winner of the Best in KLAS award, MatrixCare is trusted by thousands of facility-based and home-based care organizations to improve provider efficiencies and promote a better quality of life for the people they serve. For more information, visit www.matrixcare.com.

About The Role

We are looking for a Vice President, Customer Support to join our customer organization and lead the transformation of Support across MatrixCare's portfolio of post-acute care solutions. Reporting to the Chief Customer Officer, you will lead the move to an AI-first Support model, embedding AI, automation, intelligent self-service, and knowledge throughout the support experience so teams can focus their expertise on complex customer needs where human judgment matters most. Our customers rely on MatrixCare technology for critical clinical, financial, regulatory, and operational workflows every day. We are seeking a leader who combines technology, operational excellence, healthcare industry knowledge, and deep human expertise to improve customer satisfaction, accelerate resolution, and build the Support organization of the future.

What You'll Do

• Lead the transformation to an AI-first Support model, embedding AI and automation across case intake, triage, routing, agent assistance, knowledge discovery, resolution, and customer self-service.


• Develop and execute a Support strategy and operating model that improves consistency, scalability, productivity, and customer experience across products and customer segments.


• Lead Support operations across a complex portfolio of healthcare technology solutions, with service models and escalation processes that reflect the clinical, financial, regulatory, and operational importance of customers' workflows.


• Improve customer satisfaction (CSAT), responsiveness, first-contact resolution, resolution quality, customer effort, and service level agreement (SLA) performance across products and customer segments.


• Create capacity through AI, automation, process redesign, and workforce optimization so the organization can scale without linear increases in headcount.


• Expand intelligent self-service and case deflection, and build the knowledge management discipline that powers AI, self-service, and Support teams, partnering with Customer Education and Community.


• Build workforce and capacity management capabilities across demand forecasting, staffing, productivity, skills, coverage, and service levels, and optimize structure, support tiers, workflows, and sourcing strategies.


• Establish a modern performance framework spanning CSAT, SLA attainment, first-contact resolution, time-to-resolution, backlog, quality, productivity, cost-per-resolution, and AI and self-service containment.


• Strengthen critical issues and escalation management with clear ownership and transparent customer communication, and use root-cause analysis to partner with Product and Technology on eliminating recurring issues and preparing Support for major releases.


• Build, develop, and inspire a high-performing Support organization, evolving roles, skills, and career paths for an AI-enabled future while ensuring AI and automation never compromise accuracy, service quality, or access to expert human support in mission-critical healthcare environments.

What You'll Bring

Required Qualifications

• 12+ years of progressive leadership in Customer Support, Technical Support, Customer Experience, or related functions within SaaS, enterprise software, or healthcare technology.


• 7+ years leading large, geographically distributed Support organizations and teams of leaders.


• Demonstrated success transforming and scaling Support organizations across people, process, technology, and operating models, including deploying AI and automation at scale in a production Support environment with measurable gains in customer experience, productivity, capacity, self-service, or cost-to-serve.


• Healthcare technology experience supporting enterprise healthcare software embedded in critical clinical, financial, regulatory, or operational workflows, where reliability, data accuracy, and timely issue resolution are essential.


• Experience supporting complex enterprise customers with multiple locations, user populations, products, and operational dependencies.


• Deep expertise in Support operations, workforce and capacity management, knowledge management, digital self-service, quality, escalations, and performance analytics, with strong business and financial acumen managing budgets, staffing models, and cost-to-serve.


• Proven ability to lead significant organizational change while maintaining service continuity and teammate engagement, with exceptional executive communication and cross-functional influence.

Preferred Qualifications

• Experience in post-acute care, long-term care, skilled nursing, home health, hospice, or related healthcare settings.


• Experience supporting multiple healthcare products, customer segments, workflows, and levels of technical sophistication.

What Success Looks Like

• MatrixCare Support has moved toward an AI-first, customer-centered model that combines technology, healthcare industry understanding, and human expertise.


• Customer satisfaction and first-contact resolution rise, resolution is faster and more consistent, and backlog and recurring customer issues fall.


• AI and self-service adoption grow, improving teammate productivity and capacity and lowering cost-to-serve.


• Customers continue to receive accurate, empathetic, and expert human support when it matters most.

Why Join MatrixCare?

At MatrixCare, we are committed to fostering a culture where teammates can grow their careers and make an impact on the healthcare industry. We offer opportunities to contribute to innovative solutions that help improve care delivery, while benefiting from a flexible and supportive work environment. Our teammate value proposition includes comprehensive health and wellness benefits, flexible time off, professional development opportunities, and a collaborative culture built on trust, innovation, and teamwork. By joining MatrixCare, you'll be part of a purpose-driven organization dedicated to advancing healthcare technology and creating an exceptional experience for both teammates and customers.

Compensation & Benefits

$200,000-$240,000

We are shaping the future at MatrixCare, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world's best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. This position qualifies for a comprehensive benefits package and individual pay decisions are based on a variety of factors, such as the candidate's geographic work location, relevant qualifications, work experience, and skills. At MatrixCare it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Work Environment / Location Expectations

• Remote (US)

Equal Employment Opportunity / Legal Statements

MatrixCare is committed to fostering a diverse, inclusive, and equitable workplace where every individual is treated with respect and dignity. We are an Equal Opportunity Employer and make employment decisions based on qualifications, merit, business needs, and performance, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We are dedicated to providing equal access to opportunities and reasonable accommodations throughout the recruitment and employment process, ensuring that all teammates can contribute, grow, and succeed in an environment where diverse perspectives are valued and encouraged.