Customer Support Director
Job Summary
Leading a dedicated team, the full-time salaried Director, Customer Support will manage the front-line support organization, ensuring operational excellence and continuous improvement of the customer experience while collaborating cross-functionally to resolve technical and data-related issues.
Key responsibilities
- Analyze root causes of unresolved issues and implement a plan to improve issue containment
- Manage and coach a team of support professionals, enhancing their skills in handling claims data and healthcare customer issues
- Collaborate with analytics, engineering, and product teams to address triage and escalation gaps affecting customer support
Required qualifications
- 8+ years in customer or technical support, with at least 4 years in a management role overseeing a team of 5-10
- Experience in engineering, business analysis, or solutions architecture related to customer success
- Familiarity with claims data and experience working with life sciences or healthcare customers
- Proven track record of improving issue containment and developing effective escalation processes
- Knowledge of customer operational support systems such as Jira Service Management or Salesforce Service Cloud
Complete Job Description
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