Director of Customer Support

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

📋 Description

• Create a comprehensive business plan focusing on enhancing both member and provider experiences while anticipating future growth and technological advancements.

• Deploy tools and processes to effectively manage thousands of multi-channel inquiries (chat, voice, email) each week.

• Direct the strategy for incorporating AI-driven support tools to streamline routine workflows, boost self-service capabilities, and improve "high-touch" human interactions.

• Oversee escalation processes and collaborate across departments to identify and resolve the underlying causes of member and provider challenges.

• Cultivate a team of exceptional Customer Support Managers, Member Advocates, and a Workforce Management (WFM) Analyst.

• Ensure the team achieves OKRs, SLAs, and KPIs, including CSAT, first response time for chats, and call answer rates.

• Unlock support interaction data to deliver actionable insights for the Product, Sales, and Operations teams.

• Spearhead initiatives in quality management, workforce forecasting, and training to guarantee a consistently exceptional "white-glove" experience.

⛳️ Requirements

• A minimum of 6 years of relevant experience, preferably within a fast-paced health, wellness, or benefits sector.

• Proficient in mastering the intricate details of our operations and the complexities of the healthcare industry.

• A Zendesk expert with a profound understanding of their product suite.

• Outstanding ability to analyze daily and weekly metrics to identify trends, delve into specific cases when necessary, and take prompt action.

• Capable of converting detailed requirements into scalable processes, macros, and training materials.

• An excellent people manager and a strong team collaborator with a history of cross-functional teamwork.

• Committed to supporting the ongoing professional development of team members through regular coaching, consistent one-on-ones, actionable feedback sessions, and readily available mentorship during business hours.

• High emotional intelligence with expertise in change management.

🏝️ Benefits

• A remote company with a fully distributed team – no requirements to return to the office.

• Flexible vacation policy with a culture that encourages taking time off.

• Comprehensive medical, dental, and vision insurance, with 100% of employee coverage paid by the company.

• 401(k) plan with company matching, as well as FSA and HSA options.

• Paid parental leave.

• Short-term and long-term disability insurance, along with life insurance coverage.

• Attractive stock options available to all employees.

• Transparent salary structure and formal career development programs.

• Paid one-month sabbatical after five years of service.

• Stipends provided for home office setup and an ongoing budget for learning and development.

• A direct and positive impact on the lives of members – you’ll witness the uplifting feedback members share daily.