Senior Director – Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $180k - $250k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 for the entire support organization, including time-to-resolution, backlog reduction, and customer satisfaction targets • Build a high-functioning support system, team, and operating model • Design and audit QA for AI-assisted case resolution • Optimize case triage, routing, escalation, and handoff processes to Product Development • Establish operating procedures for product support resolution, monitoring, root cause analysis, and analytics • Report performance metrics to the CPO and cross-functional leadership • Redefine the support hiring profile toward a more technical standard • Build support career ladders with clear levels, compensation, and technical leadership roles • Manage and develop Support Managers • Own training, enablement, and onboarding infrastructure • Scale the team while improving operational leverage • Translate support data into evidence-backed product roadmap recommendations • Partner with Product Leadership on roadmap prioritization • Ensure customer feedback informs the product development lifecycle • Collaborate with Customer Operations leadership across onboarding, customer success, and support • Analyze the full case journey and engineer improvements to throughput, quality, efficiency, and customer satisfaction • Own workforce planning, capacity modeling, tooling investments, and the long-term operating model • Build data infrastructure and dashboards for support performance

🎯 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 • Technically credible, with 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 into insights and action, including using case data to drive product roadmap prioritization • Proven ability to partner with Product and Engineering leadership as a peer, 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 • Compliance with applicable work authorization and employment eligibility requirements

🏖️ Benefits

• Equal opportunity employer • Diverse and inclusive work environment