Director of Customer Support
Job Summary
Leading a high-performing customer support team, the full-time Director of Customer Support will develop and implement strategies to modernize operations, enhance customer satisfaction, and drive key performance metrics in a remote environment.
Key responsibilities
- Develop and execute a customer support strategy aligned with company goals while continuously improving processes
- Implement AI-powered tools and automation to enhance efficiency and reduce resolution times
- Analyze customer support data to identify trends, improve KPIs, and report performance to the executive team
Required qualifications
- 10+ years of experience in client success or customer support roles, preferably in digital health or SaaS
- 5+ years of experience leading and managing customer support teams
- Proficiency with customer service software, such as Zendesk
- Strong understanding of AI-powered support tools and their application in customer support processes
- Demonstrated ability to drive continuous improvement using data and technology to enhance support metrics
Complete Job Description
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