Director, Client Support

IN SUMMARY...

As part of the Client Services leadership team, the Director, Client Support you will help drive key strategic decisions to improve the 24 x 7 technical support experience and help scale our team.

You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for you who share this passion. Come work with us in a dynamic environment in which you'll use your passion, technical experience, and strong problem-solving skills.

• Lead and manage a team of support representatives to provide exceptional customer support
• Build and scale a world-class client support organization
• Define and execute support strategy across all player touchpoints, ensuring consistency and quality
• Implement tools, automation, and processes to improve efficiency, scalability, and self-service options
• Track and optimize KPIs to drive continuous improvement
• Oversee sensitive cases and escalations to ensure the highest level of client satisfaction is achieved
• Collaborate closely with product team to deliver solutions and work-arounds that meet our client's needs
• Lead the team through organizational initiatives and departmental change, ensuring smooth adoption, communication, and alignment across stakeholders.

• Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies.
• Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings.
• Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders.
• Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service.
• Conduct root cause analysis on significant incidents or recurring issues, including networking-related outages, delivering comprehensive post-incident reports and recommending preventive measures.

• At least 5 years experience managing Customer Support, delivery or technical team in healthcare IT or commensurate experience.
• Bachelor's degree highly preferred
• Experience managing the resolution of complex technical, data and interoperability issues ensuring escalation procedures are followed to meet service level agreements (SLAs).
• Proven experience generating and analyzing reports on support metrics, including call resolution times, ticket backlog, and customer satisfaction, using tools like  Present insights to senior leadership.
• CSM Certification or other industry support certifications
• Detailed knowledge of Service Capability & Performance Standards (SCP). Experience with SCP certification process preferred.

• Being aggressive and taking initiative; we trust you to move the needle forward
• Doing the job; outcomes are just as important as strategy
• Being adaptable and amenable to meet the changes of a dynamic and evolving industry
• Demonstrating humility; partnership and collaboration is who we are and how we operate
• Tapping into your innovative side; conventional is not always correct

• Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, and life insurance
  • Generous employer sponsored subsidy towards employee's medical insurance premiums
  • Azalea Health covers 100% of the premiums for Life AD&D and Long-Term Disability for all eligible full-time employees
• Balance and flexibility: Simple Paid Time Off (PTO) options. You earn your time, use it as you choose.
• Economic opportunity
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  Competitive total rewards package that offers competitive pay and advancement opportunities

Azalea Health is an Equal Opportunity Employer committed to creating a diverse and inclusive workforce where our employees excel based on merit, qualifications, knowledge, ability, and job performance. We embrace and encourage our employees' differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and any other characteristics protected by federal, state, and local laws that make our employees unique.