Senior Director​/Vice President, Customer Support

A senior leadership role overseeing customer support for a cloud-based clinical SaaS platform serving healthcare providers. The position treats support as an engineered system, owning SLAs, AI-assisted resolution quality, and the feedback loop that drives product roadmap changes to prevent issues at the source rather than just resolving them downstream.

• Own SLA performance, case-resolution metrics, backlog reduction, and customer satisfaction targets across the support organization
• Design the QA framework for AI-assisted case resolution, ensuring teams balance speed with quality
• Optimize triage, routing, and escalation flows, including seamless handoffs to product development
• Establish monitoring, root cause analysis, and analytics practices that keep support performance transparent to leadership
• Redefine the hiring profile toward technically oriented support professionals and build career ladders that retain top talent
• Manage and develop support managers, embedding a high-performance, accountable culture
• Translate support data into prioritized, evidence-backed product recommendations that reduce future case volume
• Plan workforce capacity, tooling investments, and the long-term operating model as the product scales

• 7+ years building or scaling technical support organizations, or 5+ years building consumer product services at software or SaaS companies with tiered escalation models
• Track record of running functions against hard SLAs and systematically improving them
• Deep people management experience with documented team-building outcomes
• Experience designing or redesigning support career ladders and leveling frameworks
• Technical credibility with engineers, including ability to assess technical problem-solving quality
• Systems-thinking mindset with a track record of redesigning workflows, tooling, and operational models
• Data-driven approach with examples of using case data to drive product prioritization

• Lean Six Sigma or process engineering experience

• Salary range of $180,000–$250,000