Director of Customer Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director of Customer Support in the United States.

This leadership role sits at the heart of a fast-growing, mission-driven healthcare organization focused on simplifying access to care and improving everyday member experiences. You will own the end-to-end customer support function, shaping how members and providers interact across multiple channels including chat, voice, and email. The role blends strategic vision with operational execution, requiring a strong focus on scalability, efficiency, and service quality. You will lead the integration of AI-powered tools and automation to enhance both self-service and high-touch human support. Working cross-functionally with operations, product, engineering, and clinical teams, you will help redesign how support is delivered in a complex healthcare environment. This is a high-impact leadership position where your work directly influences customer satisfaction, cost-to-serve, and overall care experience.

In this role, you will define and lead the strategy for a scalable, high-quality customer support organization, ensuring seamless member and provider experiences across all touchpoints. You will be responsible for building operational excellence, improving efficiency, and driving continuous improvement in support delivery.

• Develop and execute a long-term customer support strategy aligned with growth, quality, and cost-to-serve objectives
• Lead multi-channel support operations (chat, voice, email), ensuring SLA, CSAT, and performance targets are consistently met
• Design and optimize scalable workflows, workforce planning, training programs, and quality assurance frameworks
• Implement AI and automation solutions to enhance self-service capabilities and improve agent productivity
• Own escalation management processes and partner cross-functionally to identify and resolve root causes of recurring issues
• Translate support data into actionable insights for Product, Operations, and Leadership teams
• Lead and develop a high-performing support organization, including managers, advocates, and workforce planning roles
• Foster a culture of accountability, coaching, and continuous professional growth

Requirements

This role requires extensive experience leading customer support or operations teams in fast-paced, complex environments, ideally within healthcare, wellness, or benefits. You will bring a strong mix of operational rigor, technical fluency, and people leadership capability.

• 6+ years of experience in customer support, operations, or service leadership roles, ideally in healthcare or a high-growth environment
• Proven success managing large-scale, multi-channel support operations with measurable SLA and CSAT improvements
• Strong expertise with Zendesk and familiarity with AI/LLM-based support tools and automation strategies
• Demonstrated ability to analyze complex data sets and translate insights into operational improvements
• Experience building scalable processes, workflows, macros, and training programs from the ground up
• Strong leadership skills with a track record of hiring, developing, and retaining high-performing teams
• Excellent cross-functional communication skills and emotional intelligence in managing stakeholders
• Ability to operate in ambiguity, drive change, and balance strategic thinking with hands-on execution

Benefits

• Fully remote-first organization with no return-to-office requirement
• Flexible vacation policy and strong emphasis on work-life balance
• 100% employer-paid medical, dental, and vision insurance for employees
• 401(k) with company match, plus FSA and HSA options
• Paid parental leave and disability coverage (short and long term)
• Equity grants for all employees with competitive stock options
• Transparent compensation structure with clear career development pathways
• Home office setup stipend and ongoing learning and development budget
• Paid sabbatical after 5 years of service
• Opportunity to directly improve access to healthcare and patient experience at scale