Director of Customer Support

Itamar At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed.

We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.Job

Type Hybrid Job  Summary We are looking for high energy, focused and experienced Director of Customer Support to take our Technical Customer Service team to the next level. The Director of Customer Support will lead a department that provides excellent customer service. They will support our patients, customers, sales reps, and clinicians with customer service questions and technical troubleshooting issues, ensuring efficiency and effectiveness, creating engaged customers while driving high performance, efficiency, and exceptional customer satisfaction.

We are looking for a high-energy, self-motivated professional who is ready to join our team.

Essential Functions Operations & Call Center Management:

Strategic Leadership:
Oversee 24/7 hours call center operations, technical support agents, and remote troubleshooting teams.

Performance Metrics:
Establish, monitor, and report on key performance indicators (KPIs) such as First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT), Calls Abandoned Rate, and Service Level Agreements (SLAs).Resource Planning:
Direct workforce management, including capacity planning, shift scheduling, staffing, and budgeting to handle peak volumes and emergency healthcare demands.

Regulatory Compliance & Quality Assurance:

Complaint Handling:
Ensure all customer inquiries, technical issues, and product feedback are rigorously documented, categorized, and processed in compliance with FDA and other medical regulations.

Technical Support &

Cross-Functional Collaboration:

Complex Technical Escalations:
Serve as the ultimate escalation point for high-priority clinical or technical failures involving diagnostic medical equipment.

Product Improvement:
Collaborate with Field Service Engineering to feed customer insights, recurring product issues, and software bugs back into the R&D team.

Team Development & Leadership:

Talent Management:
Build, mentor, and scale a high-performing team of support managers, technical leads, and customer service representatives.

Continuous Training:
Oversee the creation and execution of rigorous training programs covering products SW and HW, medical terminology, and regulatory compliance. Understands products and can educate internal and external customers.

Required/Preferred

Education and Experience Bachelor’s degree in healthcare management, Biomedical Engineering, or a related technical/scientific field. (Advanced degree or MBA preferred). required Minimum 5 years of progressive leadership experience in call center management. At least 3–5 years of specific…