Senior Director / Vice President, Customer Support
New
E
ElationHealthcare Technology
RemoteFull-TimeDirector
Salary180,000 - 250,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+ years
- Required Skills
- Data AnalysisPeople ManagementTechnical support
Requirements
- 7+ years building or scaling technical support or TSE organizations.
- Proven track record running functions against hard SLAs and systematically improving them.
- Deep people management experience: building strong teams, culture, and outcomes.
- Experience building or redesigning support career ladders and leveling frameworks.
- Technically credible: ability to speak engineer-to-engineer and assess technical problem-solving quality.
- Systems thinker: ability to optimize end-to-end processes, workflows, and tooling.
- Data-driven: ability to translate metrics into insights and roadmap prioritization.
- Proven ability to partner with Product and Engineering leadership as a peer.
- Builder mentality: experience leading major transformations or building functions from scratch.
- Lean Six Sigma or Process Engineering experience is a plus.
Responsibilities
- Own SLA and case-resolution performance for the entire support organization, driving resolution time and customer satisfaction targets.
- Build and scale a new generation of technically-oriented support professionals with clear career paths.
- Translate support data into evidence-backed recommendations that influence product roadmaps to prevent future issues.
- Design and audit QA frameworks, especially concerning AI-assisted case resolution.
- Establish business operating procedures for monitoring, root cause analysis, and performance reporting.
- Manage and develop Support Managers, instilling a high-performance, accountable culture.
View Full Description & ApplyYou'll be redirected to the employer's site
