VP of Customer Support

SimplePractice; United States; On-site; USD 228,000 - 285,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) with match

Flexible time off

Mental health resources

Parental leave

ERGs

Job summary

SimplePractice is seeking a VP of Customer Support to reshape how support contributes to the clinician experience. You will lead a 150-person team across email, chat, and phone, report to the Chief Commercial Officer, and design a proactive, personalized support model that integrates with Product.

You will drive change management, implement AI-driven improvements, and define the future customer journey. This role requires a strategic leader with a strong operational discipline and a

Qualifications

• 10+ years in customer support or customer experience leadership.
• Demonstrated change management with measurable results.
• Experience deploying AI in a support organization and partnering with Product/Engineering.

Responsibilities

• Design and scale a tiered support model across channels and products.
• Define and enforce SLA and quality standards for multi-channel support.
• Own AI strategy and roadmap for the support organization and drive adoption.

Skills

Customer experience leadership

Change management

AI in support

Cross-functional collaboration

Strategic planning

Job description

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.

More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients.

Award-winning and people-first, SimplePractice is shaping the future of health tech. In 2026, we were recognized by BuiltIn as a Best Remote Company to Work For, Software Guru's Best Places to Code, Becker Healthcare Telehealth Companies to Know, and we won a MedTech Breakthrough Award for Best Practice Management Solution Provider.

The Role

SimplePractice is looking for a VP of Customer Support to reimagine what support means for our clinicians. We believe every interaction a clinician has with our team is part of their product experience, not separate from it. This is a rare opportunity to reshape a support organization from the ground up around that belief, at a company with the scale, resources, and executive commitment to make it real.

You will own support strategy, operations, and execution for a team of 150 people spanning email, chat, and phone. You will report to the Chief Commercial Officer, who oversees all customer facing functions from sales through support, and you will have a direct mandate to define what personalized, proactive support looks like for our clinicians and to build the organization that delivers it. You will own and drive the evolution and design of the future of support experiences at SimplePractice, in close partnership with Product.

This role is for a leader who can fundamentally shift how a large team thinks about its role, not just how it operates. You bring exceptional change management skill, a strong point of view on where and how AI should be deployed to improve the customer experience, and the operational discipline to turn that vision into team structure, process, and daily practice.

Responsibilities

Support strategy and operating model

• Design and scale a tiered support model, spanning premium, scaled, and product specific support (for example, Billing and Insurance), so effort and experience are matched to customer need
• Set clear SLA and quality standards across email, chat, and phone, and build a consistent handoff process between channels
• Build one operating model and standard of experience across all product categories

AI and technology adoption

• Own the strategy and roadmap for AI across the support organization, and drive its adoption in a way that improves the customer experience, not just efficiency
• Identify where technology should extend the team’s capability and where human judgment and warmth matter most, and design the model accordingly
• Build the internal capability to keep evolving this model as the technology and customer expectations change

Cross-functional partnership

• Partner with Product to co-design the future of the support experience, including how AI, self-service, and human support work together as one system
• Partner closely with Product and Engineering so customer insight shapes the roadmap, and new products launch with support built in from the start
• Represent the voice of the customer in company strategy discussions
• Own support cost, quality, and experience as connected business outcomes, and report on them accordingly

Team leadership

• Recruit, develop, and retain a strong leadership bench across a large, geographically distributed team
• Improve team coverage and availability to meet clinicians where and when they need help

Change leadership and transformation

• Lead the organization through a significant shift, resetting how the team thinks about its role in the customer experience, not just what it does day to day
• Translate that shift into new team structures, workflows, and daily habits, and build the manager capability to sustain it
• Connect team skills, training, and process improvements directly to measurable customer outcomes

Desired Skills & Experience

• 10+ years in customer support or customer experience leadership, including at least 5 years at a VP or equivalent level owning a team of meaningful scale
• Exceptional change management skill, with a track record of shifting how a large team thinks and operates, not just issuing new policy. You can speak to a specific transformation you led, from strategy through implementation, with clear results
• Demonstrated ability to connect team skills, structure, and process directly to customer outcomes, and to build the measurement discipline to prove it
• Direct experience building a tiered support model, such as premium, scaled, and product or line of business specific support
• Direct experience deploying AI in a support organization to improve the customer experience, with a clear view on where automation helps and where it doesn't
• Strong technical fluency and demonstrated experience partnering with Product and Engineering, including on new product launches
• A commercial mindset, with a clear understanding of how support connects to retention, expansion, and brand
• Curiosity and a bias to action, with a demonstrated ability to form a point of view quickly and move forward
• SMB customer base experience strongly preferred
• Healthcare software experience a plus, but not required
• Experience managing distributed or global teams, including nearshore hubs, a plus

We Offer a Competitive Benefits Program Including

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice.

For more information about our privacy practices, please contact us at [e-mail].

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.The amount below represents the expected annual base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Base Compensation Range:

$228,043 USD - $285,054 USD