Director Customer Support

Summary

Join Fullscript as the Director of Customer Support for our Labs business line, leading customer-facing functions supporting patients, practitioners, and lab partners. Oversee three key teams: Frontline Support, Tier 2 & Retention, and Partner Operations. Shape customer experience strategy, drive operational performance, and lead cross-functional collaboration with Product, Support Engineering, Business Development, and Commercial teams. This senior leadership role requires scaling support operations in fast-moving or regulated environments and building mission-driven teams. You will own operational performance, define and deliver KPIs, and ensure support interactions are fast, accurate, and empathetic. Build cross-functional strategy, design for scale, and act as a trusted advisor to senior leadership.

Requirements

• 8+ years of experience in customer operations, service delivery, or CX leadership, ideally in healthcare, diagnostics, or complex platform businesses
• 3+ years leading managers and/or multi-functional teams in a high-growth or enterprise setting
• Proven success scaling support operations in regulated, customer-sensitive environments
• Strong executive presence and communication skills; you thrive in aligning cross-functional stakeholders
• Experience designing support systems, processes, and metrics for scale
• A leadership style that’s people-first, transparent, and grounded in accountability

Responsibilities

• Lead and Scale the Support Function
• Own operational performance and team leadership across Support, Tier 2/Retention, and Partner Operations
• Define and deliver on KPIs related to service quality, retention, and partner experience
• Ensure support interactions are fast, accurate, and empathetic, across all support channels, while upholding our clinical values
• Build Cross-Functional Strategy
• Collaborate with Product, BD, and Commercial to enhance the end-to-end Labs support experience — from education to fulfillment
• Establish clear communication and workflows between internal teams and external partners
• Act as a connective tissue across the business to ensure labs support scales effectively within Fullscript as we continue to scale in the market
• Design for Scale
• Build the right team structure, tools, and reporting for rapid growth
• Support new lab partner launches, product rollouts, and operational change management
• Operate as a trusted advisor to senior leadership as Labs becomes a key pillar of Fullscript’s future

Benefits

• Market competitive compensation package including equity
• RRSP matching (within CAD) / 401K matching (within US)
• Flexible PTO policy
• Flexible benefits package and additional perks
• Employee discount on Fullscript catalog of products for family & friends
• Ability to * Work Wherever You Work Well*
• Values innovation—we push boundaries and always look for better ways
• Supports growth—through learning, mentorship, and meaningful work
• Cares about balance—with flexible work options and time off when you need it