Director of Customer Support

Overview

The Director of Customer Support will lead a high-volume, customer-facing support organization responsible for delivering reliable, timely, and high-quality technical assistance s role oversees end-to-end Customer Support operations, including ticket management, service levels, escalation frameworks, and continuous improvement across all reactive support channels. The leader will bring structure, predictability, and operational discipline to a team handling thousands of support requests per month, building the systems, processes, and tooling needed to scale efficiently.

The role focuses on execution and issue resolution, not renewals, expansion, or commercial ownership. This position reports to the SVP of Practice Growth and partners closely with Product, Account Management, and Sales leadership.

RxVantage transforms how medical practices engage with life sciences resources and expertise to improve patient care. Our platform connects healthcare providers with the precise life sciences experts they need, when they need them, helping practices stay on the cutting edge of patient care without disrupting workflows. We are trusted by tens of thousands of healthcare practitioners and major life sciences companies, powering millions of educational exchanges between healthcare teams and life sciences companies.

• Lead, mentor, and develop a high-performing Customer Support organization.
• Establish a culture of ownership, accountability, and operational excellence.
• Build and maintain onboarding, training, and certification programs to elevate technical proficiency and consistency.
• Define clear roles, escalation paths, performance expectations, and career progression within Customer Support.
• Equip front-line managers to run predictable day-to-day support operations while developing future leaders.
• Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone).
• Standardize ticket intake, triage, prioritization, escalation, and resolution workflows.
• Define and enforce SLAs, service level targets, and incident response procedures.
• Monitor ticket volume, backlog health, aging, and response trends to ensure consistent service delivery.
• Assess current-state processes, design future-state workflows, and implement operational improvements that reduce friction, eliminate redundancy, and support sustainable growth.
• Drive operational rigor that balances speed, quality, and cost-to-serve.
• Implement automation and AI-driven workflows to reduce repetitive and manual support work.
• Develop and execute a knowledge base and self-service strategy that increases ticket deflection.
• Analyze support data to identify recurring issues and partner with Product to eliminate root causes.
• Shift the organization toward proactive issue prevention (reducing inbound demand), not proactive relationship management.
• Continuously evaluate tools, workflows, and documentation to improve efficiency at scale.
• Partner with Product to surface trends, defects, and usability issues impacting support volume and customer experience.
• Collaborate with Sales to improve pre-sale expectation setting and post-sale support readiness.
• Serve as the internal voice of support, advocating for product and process improvements that reduce customer friction.
• Ensure clear escalation and communication paths for high-impact customer issues.
• Establish and own Customer Support KPIs, including first response and resolution times, backlog health and ticket aging, CSAT and service quality indicators, and ticket deflection/automation effectiveness.
• Provide regular reporting to leadership on support performance, capacity, risks, and trends; pull, analyze, and interpret call data to inform staffing, coverage, and workflow decisions.
• Use data to drive staffing models, prioritization, and continuous improvement initiatives.

• 2–5 years of experience leading Customer Support or Technical Support teams in SaaS or technology environments.
• Proven success running high-volume support operations with strong operational discipline.
• Deep experience with ticketing platforms, automation tools, and support analytics.
• Deep proficiency in modern cloud-based phone systems (e.g., Zoom Phone or similar) including call routing, queue configuration, and reporting.
• Demonstrated ability to improve efficiency, predictability, and customer experience simultaneously.
• Strong operational and workflow leadership with a track record of applying prior best practices to improve efficiency, scalability, and consistency.
• Strong leadership, communication, and change management skills.
• Data-driven mindset with excellent analytical and problem-solving abilities.
• Experience in Med Tech or Health Tech a plus.
• Compensation and benefits: 100% company-paid premiums for medical, vision, and dental plans; HSA contribution of $4,400; short-term and long-term disability; life insurance; 401(k) matching.
• Work flexibility:
  Work from Anywhere within the US;
  Flexible PTO;
  Post-Parental Leave…