[All remote jobs](https://jobicy.com/jobs.md)[![Wheel logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/01/WRILS-210112005722-210970.jpg)](https://jobicy.com/company/wheel.md)[Wheel](https://jobicy.com/company/wheel.md) # Director, Customer Support Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/wheel.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 126k–179,300 / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished28 Oct 2026Apply before27 Nov 2026Listing views56Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Wheel is seeking a senior customer-support leader to manage and modernize support operations for a virtual healthcare platform. The director will lead team development, define support strategy, own Patient NPS, and improve resolution, response, and deflection metrics. A major focus is deploying AI-enabled triage, routing, virtual agents, and agent-assist tools while preserving appropriate human judgment for sensitive patient interactions. The role partners closely with Product, Engineering, Data, Clinical, Network Operations, and Customer Success teams and must ensure HIPAA-aligned privacy and security practices. Candidates need substantial people leadership, CX technology, analytics, and digital-health or SaaS support experience. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a high-scope director role requiring transformation of a healthcare support function, measurable AI adoption, executive reporting, and cross-functional leadership. The combination of patient experience, regulated data handling, and operational accountability makes the role highly complex. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$152,650US market range (per year)$140k–$190k0$209.00k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. Wheel discloses a base pay range of $126,000–$179,300 USD plus bonus and equity. The posting does not state a cadence, so yearly compensation is inferred from the US full-time director-level role and the stated pay magnitude. The estimated US market range for comparable customer support director roles in digital health or SaaS is $140,000–$190,000 annually. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Support Leadership](https://jobicy.com/jobs?search_keywords=Customer%20Support%20Leadership.md)[Customer Experience Strategy](https://jobicy.com/jobs?search_keywords=Customer%20Experience%20Strategy.md)[Patient NPS](https://jobicy.com/jobs?search_keywords=Patient%20NPS.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[AI Automation](https://jobicy.com/jobs?search_keywords=AI%20Automation.md)[Conversational AI](https://jobicy.com/jobs?search_keywords=Conversational%20AI.md)[Ticket Routing](https://jobicy.com/jobs?search_keywords=Ticket%20Routing.md)[Support Operations](https://jobicy.com/jobs?search_keywords=Support%20Operations.md)[KPI Management](https://jobicy.com/jobs?search_keywords=KPI%20Management.md)[Data Analysis](https://jobicy.com/jobs?search_keywords=Data%20Analysis.md)[HIPAA Compliance](https://jobicy.com/jobs?search_keywords=HIPAA%20Compliance.md)[Change Management](https://jobicy.com/jobs?search_keywords=Change%20Management.md)[Team Development](https://jobicy.com/jobs?search_keywords=Team%20Development.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Process Improvement](https://jobicy.com/jobs?search_keywords=Process%20Improvement.md) Sample interview questionsHow would you prioritize AI initiatives for Wheel's customer support organization?I would first baseline current volume, contact reasons, response and resolution times, escalation patterns, CSAT, and Patient NPS. I would prioritize high-volume, repeatable, low-risk interactions for automation, pilot solutions with clear success criteria, and retain human review for clinically sensitive or complex cases. Each initiative would be evaluated against measurable outcomes such as deflection, first-contact resolution, quality, and patient satisfaction. Describe how you would improve Patient NPS while reducing support costs. I would combine journey analysis with support data to identify the highest-friction patient moments. Improvements would include clearer self-service content, proactive communications, intelligent routing, and agent guidance for complex cases. Cost reduction would be treated as a result of resolving preventable contacts and improving accuracy, not as a reason to reduce access to empathetic human support. What metrics would you report to the executive team? I would report Patient NPS, CSAT, first-response time, resolution time, first-contact resolution, ticket volume, backlog, contact rate, deflection, escalation rate, quality scores, and cost per contact. For AI programs, I would also show adoption, containment or automation rates, error and handoff rates, risk controls, and the ROI attributable to each deployment. How would you ensure AI support tools comply with HIPAA and privacy standards? I would involve Privacy, Security, Legal, Clinical, and Engineering stakeholders before vendor selection and deployment. I would validate data-processing controls, access permissions, auditability, retention practices, business associate requirements, and human escalation procedures. Ongoing monitoring, documented governance, and staff training would be essential to keeping patient information protected. How do you lead support teams through significant operational change? I communicate the purpose, expected benefits, and practical impact of change early and consistently. I involve frontline leaders and agents in pilots, provide role-specific training and feedback channels, and use performance data to address concerns transparently. Recognizing adoption wins while preserving support for employees who need coaching helps build durable change. Opportunity details ## About this role. ### About the Company Wheel is evolving the traditional care ecosystem by equipping the nation’s most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting [www.wheel.com](http://www.wheel.com). ### About the Role As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty. You will be responsible for developing and implementing strategies to modernize customer support operations — including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (e.g., resolution time, first-response time, contact deflection), and support the growth of our platform. ### What You’ll Do * Lead and inspire a high-performing customer support team. * Foster a positive and collaborative team culture focused on delivering exceptional service. * Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce. * Develop and execute a customer support strategy aligned with company goals. * Continuously assess and improve customer support processes to enhance efficiency and effectiveness. * Implement industry best practices to ensure the highest standards of service delivery. * Lead the transformation of Wheel’s customer support function through AI-powered tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots, in order to reduce resolution time and improve first-contact resolution. * Own Patient NPS as a core success metric — identify friction points in the patient support journey and design AI-enabled and process interventions to systematically improve satisfaction and loyalty. * Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors and in-house solutions for customer support, ensuring compliance with HIPAA and Wheel’s data-privacy and security standards. * Build a measurement framework connecting AI/automation initiatives to concrete support KPIs (resolution time, response time, ticket volume per agent, deflection rate, CSAT/NPS) and report on ROI to the executive team. * Champion change management and training programs to help the support team adopt new AI tools effectively, balancing automation with the human judgment needed for sensitive patient interactions. * Gather customer feedback and insights to inform product development and enhance user experience. * Define and monitor key performance indicators (KPIs) for the customer support team. * Analyze customer support data to identify trends and areas for improvement. * Provide regular reports and updates to the executive team on customer support performance, including AI/automation-driven improvements. * Collaborate with other departments, including Network Operations, Clinical, Product Development and Customer Success, to ensure a seamless and unified customer experience. ### Who You Are * 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations. * 5+ years of experience leading and managing high-performing customer support teams. * 5+ years experience using customer service and customer experience (CX) software (e.g. Zendesk) * Established track record of using data and technology (including AI/automation) to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT. * Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools (e.g., conversational AI, automated ticket routing, agent-assist platforms). * Excellent communication and interpersonal skills. * Strong data analysis skills, with the ability to derive insights from data and use them to drive actionable plans. * Demonstrated ability to drive continuous improvement and implement best practices. * Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications to drive innovation and growth. ### Salary and Perks Pay Range: $126,000- $179,300 plus bonus & equity Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including: * Medical, Dental and Vision * Ancillary: Life, Short and Long Term Disability * 401K match * Flexible PTO * Parental Leave * Stock options * Additional programs and perks Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role. 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