Senior Director – Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $190k - $270k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Elation Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance • Software as a Service (SaaS)

Elation Health is a company that provides a clinical-first electronic health record (EHR) platform designed for primary care practices. Their platform, which includes AI-powered features like Note Assist, aims to enhance patient care by streamlining clinical workflows and improving efficiency. Elation Health serves small to medium-sized practices, direct care providers, and enterprises, offering services such as medical billing software, telehealth, and patient engagement tools. With a focus on better patient-provider relationships and exceptional care, Elation Health supports over 32,000 clinicians in advancing their medical practices.

📋 Description

• Own SLA and case-resolution performance across the support organization, including resolution time, backlog reduction, and customer satisfaction targets • Build the support system, team, and operating model around exceptional customer service • Design and audit QA for AI-assisted case resolution • Optimize case triage, routing, escalation, and handoffs to Product Development • Establish support resolution procedures, monitoring, root cause analysis, and analytics • Report performance metrics to the CPO and cross-functional leadership • Redefine technical support hiring profiles and build technical support capabilities • Build career ladders, compensation structures, and technical leadership growth paths • Manage and develop Support Managers • Own training, enablement, and onboarding infrastructure • Scale the team while improving operational leverage • Translate support data into product roadmap recommendations and partner with Product Leadership on prioritization • Ensure support feedback informs the product development lifecycle • Collaborate with Customer Operations across onboarding, customer success, and support • Own workforce planning, capacity modeling, tooling investments, operating models, data infrastructure, and performance dashboards • Establish short- and long-term improvements in SLA performance, case prevention, career development, AI-assisted resolution quality, retention, and product partnership

🎯 Requirements

• 7+ years building or scaling technical support/TSE organizations, or 5+ years building and scaling consumer product services at software or SaaS companies with genuine tiered escalation models and technical depth • Proven track record running functions against hard SLAs and systematically improving them • Deep people management experience, including building strong teams, culture, and outcomes through coaching, leadership, and accountability • Experience building or redesigning support career ladders and leveling frameworks that retain technical talent • Technical credibility; ability to speak engineer-to-engineer and assess technical problem-solving quality • Experience building or redesigning workflows, tooling, and operational models • Ability to translate metrics and case data into insights and product roadmap prioritization • Ability to partner with Product and Engineering leadership, influence roadmaps, secure resources, and navigate matrix structures • Lean Six Sigma or Process Engineering experience is a plus • Customer Service as a Product mentality • Builder mentality and experience starting functions from scratch or leading major transformations • Ability to hold teams accountable while investing in their development and growth • Cross-functional influence through partnership and evidence