Director of Product Support

Job Summary

To lead and transform the support function, the remote Director of Product Support will own the vision and strategy for product support, develop a high-performing team, and architect AI-augmented support systems while ensuring exceptional customer experiences.

Key responsibilities

• Own the vision and strategy for product support, defining best-in-class service levels and creating a phased roadmap for transformation
• Lead, develop, and retain a high-performing support team, fostering a customer-first culture and preparing for future operational demands
• Architect a scalable foundation for AI-augmented support, assessing current workflows and leading implementation efforts

Required qualifications

• 8+ years in product/customer support or technical operations, with at least 3 years in a leadership role, preferably in healthtech or a regulated environment
• Proven experience in operational transformation, including the integration of AI or automation into support functions
• Familiarity with enterprise support platforms such as Salesforce Service Cloud and knowledge of AI/LLM tooling
• Strong analytical skills with the ability to connect support trends to upstream issues and drive cross-functional resolutions
• Excellent communication skills, capable of influencing without authority and translating complex operational details for executive audiences