Director, Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $126k - $179.3k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Wheel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Wheel is a leading platform for consumer-centric virtual care, designed to provide personalized, convenient, and comprehensive healthcare. Wheel offers a seamless virtual care solution for both companies and clinicians, enabling businesses to easily grow their healthcare offerings and deliver high-quality care at scale. For clinicians, Wheel provides a flexible and rewarding platform that allows them to work with multiple companies under one schedule and contract, all while operating remotely. The company partners with digital health companies, health plans, life sciences companies, and retailers to offer services including convenience care, urgent care, and condition-specific care programs. Trusted by Fortune 50 companies and supported by a robust clinician network, Wheel has facilitated over five million patient visits and maintains a high clinician satisfaction rate.

📋 Description

• Lead and inspire a high-performing customer support team • Foster a positive, collaborative team culture focused on exceptional service • Recruit, train, and develop customer support professionals • Develop and execute a customer support strategy aligned with company goals • Assess and improve customer support processes and implement industry best practices • Transform Wheel's customer support function through AI-powered tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots • Own Patient NPS by identifying friction points and designing AI-enabled and process interventions • Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation solutions while ensuring HIPAA and data-privacy/security compliance • Build a measurement framework connecting AI/automation initiatives to support KPIs and report ROI to the executive team • Champion change management and training for adoption of AI tools • Gather customer feedback to inform product development and improve user experience • Define and monitor customer support KPIs • Analyze support data to identify trends and improvement opportunities • Provide regular performance reports and updates to the executive team • Collaborate with Network Operations, Clinical, Product Development, and Customer Success teams for a unified customer experience

🎯 Requirements

• 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations • 5+ years of experience leading and managing high-performing customer support teams • 5+ years of experience using customer service and customer experience (CX) software, such as Zendesk • Established track record of using data and technology, including AI/automation, to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT • Strong understanding of customer support processes and technologies • Experience evaluating or deploying AI-powered support tools, such as conversational AI, automated ticket routing, and agent-assist platforms • Excellent communication and interpersonal skills • Strong data analysis skills and ability to derive insights and drive actionable plans • Demonstrated ability to drive continuous improvement and implement best practices • Up-to-date knowledge of industry trends and best practices in customer support, virtual care delivery, and AI applications • Legally authorized to work in the United States for any employer • Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position

🏖️ Benefits

• Medical, Dental and Vision • Life and Short and Long Term Disability coverage • 401K match • Flexible PTO • Parental Leave • Stock options • Additional programs and perks • Bonus compensation