Director, Customer Support

About the Opportunity The Director, Customer Support will lead the front-line support organization, acting as the primary escalation point for technical and data-related issues encountered by customers. In this hands-on leadership position, the role oversees a team of support professionals while driving the continuous improvement of the overall customer experience through operational excellence, strategic vision, and cross-functional advocacy.

This is a full-time position based in the United States.

Key Responsibilities

• Lead, coach, and manage a team of individual contributor support professionals day-to-day, building their skills and domain judgment to independently resolve claims data and healthcare customer inquiries.
• Manage team resourcing, including distributed and offshore team members globally.
• Define and execute the global customer support strategy to support evolving customer needs and business objectives.
• Serve as the intake front door for customer technical and data-related matters, including delivery gaps, data trends, and software defects.
• Establish, track, and optimize operational KPIs, including resolution rate, containment rate, and response times.
• Analyze root causes behind unresolved issues and execute plans to measurably improve team containment and independent issue resolution.
• Build, implement, and maintain transparent triage and escalation workflows with defined timing, ownership, and context for product and engineering teams.
• Collaborate cross-functionally with analytics, engineering, and product leaders to resolve triage bottlenecks and close the loop on recurring issues.
• Represent customer support in cross-functional discussions addressing product and data quality.
• Integrate AI tools (such as Claude and Zendesk) into the core operating model to triage incoming issues, uncover trends, accelerate root-cause analysis, and deploy automated intake workflows.

Required Qualifications

• 8+ years of experience in customer support or technical support.
• 4+ years of people management experience leading a team of at least 5 to 10 individuals.
• Professional background spanning engineering, business analysis, or solutions architecture over customer success.
• Direct experience working with claims data or supporting customers in the life sciences or healthcare industries.
• Demonstrated track record of raising issue containment rates and developing cross-functional escalation workflows.
• Strong business judgment with the ability to translate customer pain points into operational action plans.
• Working knowledge of customer operational support platforms, such as Jira Service Management or Salesforce Service Cloud.
• Experience managing distributed or offshore team members globally.

Compensation and Benefits The base salary range for this role depends on geographic location:

• San Francisco Bay Area and New York City: $167,000—$197,000 USD per year
• All Other US Locations: $145,000—$175,000 USD per year

Starting base pay is determined by multiple business-related factors, including relevant skills, work experience, geographic location, training, certifications, organizational needs, and market conditions.

Additional compensation and benefits for this position include:

• Eligibility for discretionary performance-based bonuses in accordance with plan terms.
• Eligibility for equity awards.
• Comprehensive health, dental, and vision coverage.
• Paid time off and company holidays.
• 401(k) retirement plan with an employer match.
• Life insurance and disability coverage.
• Applicable leaves of absence provided under state and federal law and organizational policy.

Equal Opportunity Statement The organization provides equal employment opportunities to all applicants and employees. Discrimination and harassment of any kind are prohibited based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.