Director, Customer Support

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love. 

We’re looking for a Director, Customer Support to lead our Support managers and cultivate a best-in-class Support team at Elation Health, while continuing to build out the function and its capabilities. We need a thought leader with deep experience in the Support arena that has recently learned and applied AI to enhance Support performance. This leader will partner across teams to establish processes and programs that create value for all stakeholders. 

Role and Responsibilities

• Create and maintain an operational philosophy that drives a relentless focus on an efficient and AI- optimized human interaction with bar-raising quality, efficiency and cost.
• Use AI to drive operational and strategic improvements for our customer and team experience. Ideally, candidates will have examples of experiences in which they’ve done this within a Support function or related team.
• Provide leadership and coaching to develop and mentor our Support Managers and their teams.
• Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team – with a resolute focus on customer experience.
• Align with the COO and SVP of Customer Operations on department strategy and operating plan for the Support organization as we continue to scale our team.
• Liaise with other leadership, as well as cross-functional leadership to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation.
• Work with COO, SVP, People Ops, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly.
• Assist with incident response when necessary as an escalation point, communicating with customers and providing info to internal teams.
• Continue to refine the analytics and Key Performance Indicators (KPIs) used to evaluate Support (both holistically and at the individual level) and establish team goals and priorities.
• Own the support tools and systems strategy, including training and knowledge management, workforce management, customer and partner relationship management, contact routing, program management, trust and safety, and quality assurance.
• Partner with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams’ efforts

Professional Qualifications

• Views the Support function as a differentiator in the market segment
• Passionate about people management, development, and mentorship with previous experience leading managers in a tiered support organization across multiple locations
• A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
• Provides direction to managers in various areas, groups, and/or operations
• Self-motivated, detail-attentive, and have a desire for continuous learning
• Someone with a high EQ and soft skills, with exceptional written and oral communication
• Able to think creatively about a wide variety of challenges.
• Current or recent experience (within the last 2-3 years) working in a Support Leadership or adjacent function within a complex SaaS technology environment
• Be a natural-born educator. Knowledge is power, and we’re all about empowerment.
• Strong Customer Service skills. Effective communication also requires effective listening, so be ready to lend a sympathetic ear and offer reassurance when needed.
• 10+ years of previous customer support experience in the software/tech industry.
• Bachelor’s degree in business, or a related field—or equivalent years of experience.

Salary range: $140,000-160,000 + variable compensation