Director, Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and motivate a high-achieving customer support team.

• Cultivate a positive and collaborative team environment centered on outstanding service.

• Recruit, train, and nurture customer support professionals.

• Create and implement a customer support strategy that aligns with the company's objectives.

• Evaluate and enhance customer support processes while applying industry best practices.

• Revolutionize Wheel's customer support operations through AI-driven tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots.

• Take ownership of Patient NPS by pinpointing friction points and designing AI-enabled process interventions.

• Collaborate with Product, Engineering, and Data teams to assess, pilot, and scale AI/automation solutions while ensuring compliance with HIPAA and data privacy/security regulations.

• Establish a measurement framework linking AI/automation initiatives to support KPIs and report ROI to the executive team.

• Advocate for change management and training to promote the adoption of AI tools.

• Collect customer feedback to guide product development and enhance user experience.

• Define and track customer support KPIs.

• Analyze support data to uncover trends and opportunities for improvement.

• Provide regular performance reports and updates to the executive team.

• Work in conjunction with Network Operations, Clinical, Product Development, and Customer Success teams to ensure a cohesive customer experience.

⛳️ Requirements

• Over 10 years of experience in client success or customer support roles, ideally within digital health, SaaS, and/or virtual care delivery organizations.

• More than 5 years of experience in leading and managing high-performing customer support teams.

• At least 5 years of experience utilizing customer service and customer experience (CX) software, such as Zendesk.

• Proven history of leveraging data and technology, including AI/automation, to significantly improve support KPIs such as resolution time, response time, and NPS/CSAT.

• Strong knowledge of customer support processes and technologies.

• Experience in evaluating or implementing AI-powered support tools, such as conversational AI, automated ticket routing, and agent-assist platforms.

• Exceptional communication and interpersonal abilities.

• Strong analytical skills with the capacity to derive insights and formulate actionable plans.

• Demonstrated capability to drive continuous improvement and adopt best practices.

• Current 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 sponsor new qualified applicants for employment authorization for this position.

🏝️ Benefits

• Medical, Dental, and Vision coverage.

• Life insurance and Short and Long Term Disability coverage.

• 401K matching.

• Flexible PTO.

• Parental Leave.

• Stock options.

• Additional programs and perks.

• Bonus compensation.