Director of Customer Support

Job Summary

Seeking a passionate and data-driven Director of Customer Support, the full-time remote role will lead the Customer Support team to enhance member experiences through strategic planning, operational efficiency, and team development while integrating AI-driven tools to improve service delivery.

Key responsibilities

• Develop and implement a business plan for member and provider experiences, anticipating growth and technological advancements
• Manage a high-volume support operation across multiple channels, ensuring quality care and meeting cost-to-serve targets
• Grow and mentor a team of Customer Support professionals, ensuring performance meets established OKRs, SLAs, and KPIs

Required qualifications

• 6+ years of relevant experience, preferably in a fast-growth health, wellness, or benefits environment
• Proficient in Zendesk and familiar with AI/LLM tools for scaling support operations
• Strong analytical skills with the ability to interpret metrics and make data-driven decisions
• Demonstrated experience in building scalable processes and training materials
• Exceptional emotional intelligence and communication skills, with a focus on team development and cross-functional collaboration