Director, Customer Support

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience.

The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease.

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease —and enjoy the journey along the way.

The Director, Customer Support will lead Komodo Health's front-line support organization, the first stop for any technical or data issue our customers encounter. This is a hands-on role: you'll manage a team of support professionals while ensuring continuous improvement of the customer experience. The ideal leader will bring a combination of strategic vision, operational excellence, and a deep commitment to customer success.

• Raised the team's independent issue resolution rate significantly
• Built a clear, transparent triage and escalation process with defined timing and ownership
• Partnered with analytics, engineering, and product to close the loop on recurring issues
• Coached the team to troubleshoot claims and healthcare data issues with real domain fluency
• Rolled out AI-enabled intake and triage processes across the team
• Defined and executed the global support strategy to meet evolving customer needs and business objectives

Operational Excellence

• Analyze the root causes behind unresolved issues and build a concrete plan to raise containment
• Establish and track KPIs including resolution rate, containment rate, and response times
• Continuously improve how issues are triaged, escalated, and closed out

Customer & Data Advocacy

• Serve as the front door for customer issues, technical and data-related, including delivery gaps from the SA team, data trends, and product bugs
• Escalate the right issues to engineering and product with enough context to move fast

Team Management

• Manage a team of support ICs directly, coaching and training day-to-day
• Build the skills and judgment needed to handle claims data and healthcare customer issues independently
• Manage resourcing, including offshore team members where applicable

Cross-functional Collaboration

• Work with analytics, engineering, and product leads to fix triage and escalation gaps Represent support in conversations about product and data quality issues that affect customers

• 8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people at least
• Background spanning engineering, business analysis, or solutions architecture over customer success
• Experience with claims data or working with life sciences/healthcare customers
• Track record of improving issue containment and building escalation processes cross-functionally
• Strong business judgment: able to turn customer pain points into concrete…