Director of Customer Support

Job Summary

Leading a high-performing Technical Customer Service team, the full-time hybrid Director of Customer Support will manage 24/7 call center operations, oversee technical support agents, and ensure exceptional customer satisfaction through effective troubleshooting and service delivery.

Key Responsibilities

• Oversee call center operations and establish key performance indicators (KPIs) to monitor service efficiency and customer satisfaction
• Ensure compliance with FDA regulations and manage the documentation of customer inquiries and technical issues
• Build and mentor a team of support managers and technical leads while implementing continuous training programs

Required Qualifications

• Bachelor's degree in healthcare management, Biomedical Engineering, or a related field; advanced degree or MBA preferred
• Minimum 5 years of leadership experience in call center management, with 3-5 years in the medical device or healthcare tech industry
• Deep knowledge of FDA regulations and ISO 13485 quality management systems
• Strong technical aptitude with experience in medical devices and technical troubleshooting
• Proficiency in enterprise CRM and call center software, such as Salesforce