Director of Customer Support

About Our Client

A leading healthcare technology company, founded by a radiologist, is revolutionizing radiology with AI to enhance patient care, reduce errors, and alleviate burnout. With one of the largest proprietary radiology datasets, its AI solutions have improved cancer detection and cut radiology report errors by nearly 50%. The company has raised over $140M, including a recent $60M Series C, valuing it at $525M. Its generative AI supports thousands of radiologists and nearly 50% of U.S. medical imaging. As a Director of Customer Support, you will ensure top-tier customer experiences, driven by the company’s commitment to radiologists.

As Director of Customer Support, you will

– Own and optimize the entirety of the customer support function across all products, ensuring responsiveness, efficiency, and quality at scale.

– Drive operational excellence in customer support in pursuit of both customer satisfaction and operational efficiency.

– Utilize metrics to drive decision-making—defining, measuring, and iterating on KPIs such as first response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).

– Implement a data-driven closed-loop improvement process, categorizing customer issues and feature requests within a structured framework that allows prioritization based on impact, urgency, and customer demands.

– Establish a structured feedback loop with Product, Engineering, and Customer Success to ensure that recurring issues are escalated, addressed, and prevented proactively.

– Create scalable, automated support processes while delivering a high-touch, white-glove experience for key customers.

– Lead, hire, and develop a high-performing support team, ensuring they possess the right tools, training, and motivation to excel.

– Collaborate cross-functionally with Product Management to advocate for customer needs, work with Customer Success to drive proactive engagement, and coordinate with Engineering for timely issue resolution.

– Act as the customer’s advocate with a bias for action, addressing friction points promptly and thoroughly.

– Own and optimize self-service support solutions, including knowledge bases, FAQs, and AI-powered chat options to reduce ticket volume and improve response efficiency.

Who You Are

– **An Experienced Leader in Customer Support**

– **Data-Driven Decision Maker**

– **Customer-Obsessed & Operationally Excellent**

– **Cross-Functional & Influential**

The Company Offers a Variety of Benefits, Including

– _Comprehensive Medical, Dental, Vision & Life insurance_

– _HSA (with employer match), FSA, & DCFSA_

– _401(k)_

– _11 paid company holidays_

– _Location-flexibility (remote-first environment!)_

– _Flexible PTO policy_

– _Annual company-wide offsite_

– _Periodic team offsites_

– _Annual equipment stipend_

Compensation

$145K – $190K • Offers Equity