Director of Customer Support

At 1upHealth, we are at the forefront of healthcare data innovation. Our products empower healthcare payers, providers, and digital health organizations to harness the power of data for improving patient outcomes and maintaining operational compliance. We are committed to delivering exceptional customer experiences and outcomes through our cutting-edge technology and dedicated support.

We are seeking a dynamic and experienced Director of Customer Support to lead our customer support team and ensure the highest level of service for our customers. The position is expected to make a significant impact on the way we listen to and respond to our customers, gather and analyze data, and share actionable insights with stakeholders.  The ideal candidate will have a strong background in customer support, excellent leadership skills, and an interest in supporting products which reshape the future of healthcare.

You will:

• Refine and implement a comprehensive customer support strategy aligned with the company’s goals and objectives.
• Lead, mentor, and manage a team of customer support specialists, fostering a culture of excellence and continuous improvement.
• Oversee day-to-day customer support operations, ensuring timely and effective resolution of customer inquiries and issues.
• Partner with Services team to monitor and maintain data pipelines, and resolve data issues
• Oversee day-to-day tech operations and recurring tasks that compliment 1upHealth product offerings
• Develop and maintain customer support policies, procedures, and standards to ensure consistent, high-quality service.
• Monitor and analyze support metrics and KPIs to identify trends, drive improvements, and report on team performance.
• Champion a customer-centric approach across the organization, advocating for customer needs and feedback.
• Work closely with product, engineering, and CX teams to ensure customer issues are addressed and resolved promptly.
• Develop and maintain strong relationships with key customers, acting as a point of escalation for complex issues.
• Identify opportunities to enhance support processes and implement best practices to increase efficiency and effectiveness.
• Utilize customer feedback and support data to drive product and service improvements.
• Lead initiatives to improve self-service resources, including knowledge bases, FAQs, and online support tools.
• Ensure all customer support activities comply with relevant regulations and industry standards.
• Maintain a high level of quality control and assurance in all support interactions.

We are looking for people who have:

• Bachelor’s Degree in Business, Computer Science, Information Technology, or a related field.
• Minimum of 7-10 years of experience in customer support or service roles, with at least 5 years in a leadership position.
• Demonstrated experience leading a Customer Support team at an enterprise software company.
• An investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills.
• Experience in creating, implementing, and adapting customer support processes/procedures.
• Strong written and verbal communication skills with a talent for articulating customer challenges.
• Experience working within a support platform such as Jira, Salesforce Service Cloud, Zendesk, Freshdesk, etc.
• Strong technical mindset; familiar with SQL.

You may also have:

• Experience in the healthcare technology sector, with a strong understanding of healthcare data and/or H7/FHIR based products.