Director of Customer Support
New
Remote company with a fully distributed team – no return-to-office mandates... with a fully distributed team across the U.S.Full-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 6+ years of relevant experience
- Required Skills
- Data AnalysisProcess improvementChange ManagementZendesk
Requirements
- 6+ years of relevant experience in high-growth health, wellness, or benefits.
- Deep understanding of healthcare industry operations.
- Advanced technical expertise in Zendesk.
- Experience leveraging AI/LLM tools for support operations.
- Strong analytical skills with experience in metric-driven decision making.
- Proven experience building and scaling processes, macros, and training.
- Demonstrated track record of people management and talent development.
- Exceptional emotional intelligence and change management skills.
Responsibilities
- Develop business plans for member and provider experience scaling.
- Implement tools for multi-channel support (chat, voice, email) volume management.
- Lead strategy for AI-driven automation and self-service integration.
- Manage escalations and execute root cause analysis on member issues.
- Build and lead a team of Customer Support Managers, Advocates, and WFM Analysts.
- Drive performance management against OKRs, SLAs, and KPIs.
- Provide mentorship and career development for the support team.
- Analyze support interaction data to provide insights for Product and Operations.
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