Director, Customer Support

Summary

Join Elation Health as the Director, Customer Support and lead our Support managers to cultivate a best-in-class Support team. This thought leader role requires deep experience in Support and the application of AI to enhance performance. You will partner across teams to establish valuable processes and programs, providing leadership and coaching to develop and mentor Support Managers and their teams. The position involves aligning with the COO and SVP of Customer Operations on department strategy, liaising with other leadership on urgent matters and strategic initiatives, and working with various departments on annual operating planning. You will also refine Support analytics and KPIs, own support tools and systems strategy, and partner with cross-functional teams to ensure Support operations meet organizational goals. The ideal candidate will have recent experience using AI to improve Support performance within a SaaS environment.

Requirements

• Views the Support function as a differentiator in the market segment
• Passionate about people management, development, and mentorship with previous experience leading managers in a tiered support organization across multiple locations
• A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
• Provides direction to managers in various areas, groups, and/or operations
• Self-motivated, detail-attentive, and have a desire for continuous learning
• Someone with a high EQ and soft skills, with exceptional written and oral communication
• Able to think creatively about a wide variety of challenges
• Current or recent experience (within the last 2-3 years) working in a Support Leadership or adjacent function within a complex SaaS technology environment
• Be a natural-born educator. Knowledge is power, and we’re all about empowerment
• Strong Customer Service skills. Effective communication also requires effective listening, so be ready to lend a sympathetic ear and offer reassurance when needed
• 10+ years of previous customer support experience in the software/tech industry
• Bachelor’s degree in business, or a related field—or equivalent years of experience

Responsibilities

• Create and maintain an operational philosophy that drives a relentless focus on an efficient and AI- optimized human interaction with bar-raising quality, efficiency and cost
• Use AI to drive operational and strategic improvements for our customer and team experience
• Provide leadership and coaching to develop and mentor our Support Managers and their teams
• Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team – with a resolute focus on customer experience
• Align with the COO and SVP of Customer Operations on department strategy and operating plan for the Support organization as we continue to scale our team
• Liaise with other leadership, as well as cross-functional leadership to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation
• Work with COO, SVP, People Ops, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly
• Assist with incident response when necessary as an escalation point, communicating with customers and providing info to internal teams
• Continue to refine the analytics and Key Performance Indicators (KPIs) used to evaluate Support (both holistically and at the individual level) and establish team goals and priorities
• Own the support tools and systems strategy, including training and knowledge management, workforce management, customer and partner relationship management, contact routing, program management, trust and safety, and quality assurance
• Partner with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams’ efforts

Benefits

Salary range: $140,000-160,000 + variable compensation