Director, Customer Support

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $145k - $175k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Komodo Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 $220M Series E on 2021-03

Healthcare • Consulting • Logistics

Komodo Health is a data-driven healthcare technology company that leverages comprehensive patient-encounter data, innovative algorithms, and clinical expertise to transform healthcare challenges into meaningful insights. With their Healthcare Map, Komodo Health provides a precise view of the U. S. healthcare system, offering software applications such as MapExplorer™, MapAI™, Komodo Drug Projections, and more to improve clinical, commercial, and patient engagement outcomes. Their solutions help quantify scientific engagement, mine insights from patient journeys, and enhance the precision of healthcare strategies, ultimately reducing the burden of disease and advancing technology use in healthcare.

📋 Description

• Lead Komodo Health’s front-line customer support organization • Manage and coach a team of support professionals • Analyze root causes of unresolved issues and improve issue containment • Establish and track KPIs including resolution rate, containment rate, and response times • Improve issue triage, escalation, and closure processes • Serve as the front door for technical and data-related customer issues • Escalate issues to engineering and product with sufficient context • Develop team expertise in claims data and healthcare customer issues • Manage resourcing, including offshore team members where applicable • Collaborate with analytics, engineering, and product leads on triage, escalation, product, and data-quality issues • Define and execute the global support strategy • Build and evaluate AI-enabled intake and support workflows

🎯 Requirements

• 8+ years in customer support or technical support • 4+ years managing a team of at least 5–10 people • Background spanning engineering, business analysis, or solutions architecture over customer success • Experience with claims data or life sciences/healthcare customers • Track record of improving issue containment and building cross-functional escalation processes • Strong business judgment and ability to turn customer pain points into concrete action plans • Familiarity with customer operational support systems such as Jira Service Management and Salesforce Service Cloud • Experience managing offshore or globally distributed team members • Ability to use AI tools such as Claude and Zendesk for issue triage, pattern identification, and root-cause analysis

🏖️ Benefits

• Performance-based bonuses may be available • Equity awards may be available • Comprehensive health, dental, and vision insurance • Flexible time off and holidays • 401(k) with company match • Disability insurance and life insurance • Leaves of absence in accordance with applicable state and local laws and regulations and company policy • Hybrid work model with flexibility • AI tools and workflows integrated into daily work

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