Director, Product Support

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

📋 Description

• Take charge of the vision and strategy for product support — determine what constitutes a best-in-class service, including appropriate scaling service levels with our clients, and create a phased roadmap to achieve this, balancing long-term transformation with immediate service quality.

• Lead, develop, and retain a top-performing support team — encompassing both internal staff and outsourced partners — by hiring and nurturing support team members who foster a resilient, customer-centric culture prepared for the demands of today and the operational model of tomorrow.

• Design the pathway to AI-enhanced support — evaluate current workflows, tools, and team capabilities to create a scalable foundation that enables effective AI integration, followed by leading the implementation and continuous improvement.

• Transform metrics into actionable insights — take ownership of crucial metrics such as CSAT, resolution time, and FRT, while delving deeper: identify systemic drivers and collaborate with Product, Engineering, QA, and Clinical Success to address root causes.

• Manage escalation and issue resolution — address high-impact issues promptly and ensure that patterns emerge as actionable feedback across the organization.

• Build and oversee the support technology stack — assess and advance the platforms currently driving operations, with a focus on AI-ready infrastructure.

⛳️ Requirements

• Over 8 years of experience in product/customer support, technical operations, or client support roles, with a minimum of 3 years in a leadership capacity.

• Demonstrated success in leading operational transformations, including the integration of AI or automation within a support function.

• A clear perspective on what constitutes best-in-class support — benchmarking against industry leaders and applying that insight to every strategic decision.

• Strong analytical skills and a systemic approach — adept at linking support trends to upstream challenges and driving cross-functional strategies to resolve them.

• Familiarity with enterprise support platforms (such as Salesforce Service Cloud or similar) and knowledgeable about AI/LLM tools and automation.

• Exceptional communicator and collaborative partner — capable of influencing without authority and simplifying operational complexities for executive audiences.

• A people-first leader who cultivates teams that are accountable, customer-focused, and resilient in the face of change.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Flexible PTO