Senior Director of Customer Support

Bachelor’s degree in business, management, or a related field required. 10+ years of experience in a customer-facing support role. At least 2-3 years in a leadership or management position. Experience working in the telehealth or healthcare industry is highly preferred. Proven track record of managing and developing high-performing teams. Strong analytical skills with the ability to use data to drive decisions and improve performance. Excellent written and verbal communication skills. Proficiency with support software (e.g., Zendesk, Intercom, Salesforce). A high degree of empathy and the ability to handle difficult situations with patience and professionalism. Deep understanding of customer service principles. Experience implementing customer-centric strategies.

Lead, mentor, and train customer support leadership. Set performance goals, conduct reviews, and provide feedback. Foster a positive and collaborative team culture. Develop and communicate a strategic vision for the customer support department. Oversee daily support operations. Implement and improve customer support processes and tools. Develop and execute strategies to improve KPIs. Strategically manage the annual budget for the department. Serve as an escalation point for complex member issues. Analyze member feedback and support data. Champion the member perspective by delivering VoC reports. Collaborate with product, engineering, and clinical teams.