VP of Customer Support

simplepractice55; United States; Remote; USD 200,000 - 320,000; Full time

Job summary

SimplePractice is seeking a VP of Customer Support to reimagine how we support clinicians and shape the customer experience. You will own strategy, operations, and an organization of about 150 people spanning email, chat, and phone, reporting to the Chief Commercial Officer.

The role requires a strong change agent with a clear AI-led vision and a track record of building scalable, high-impact support. You will partner with Product and Engineering to embed support in the product roadmap, design

Qualifications

• 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 t

Responsibilities

• Design and scale a tiered support model to match effort and experience 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
• Own the strategy and roadmap for AI across the support organization, and drive its adoption in a way that improves the customer experience
• 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
• 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
• 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

Skills

Leadership

Change management

AI in support

Cross-functional partnership

Customer outcomes

Job description

About Us

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 t