Director of Customer Support

Summary

Join Cerbo, a high-growth healthcare SaaS company, as their Director of Customer Support! Lead and execute a new strategic vision for Cerbo’s Support team infrastructure, overseeing all support operations. Develop, refine, and scale processes and workflows to ensure timely issue resolution and exceptional customer satisfaction. Implement tools and technologies to streamline workflows and enhance the customer experience. Analyze customer interactions to identify trends and areas for improvement. Work cross-functionally with other teams to improve the customer experience. Focus on team development and performance, implementing training and support initiatives. This role requires 8+ years of technical support experience and strong leadership skills.

Requirements

• 8+ years of technical support experience, through a combination of technology, commercial and / or consulting, preferably in Healthcare/IT and/or EHR
• Strong work ethic and prior experience leading teams, either in Support, Account Management, or any technical capacity
• Good mediation skills are critical and empathetic interpersonal skills are vital
• You are excited about driving and tracking a consistent engagement process with all customers yet demonstrating flexibility where needed
• Highly dependable and professional

Responsibilities

• Set the vision, strategy, roadmap and goals for success for the Customer Support team
• Define and implement scalable support processes that ensure timely and effective resolution of customer issues
• Determine and implement the metrics and KPI’s relevant to Cerbo’s customers support goals and initiatives
• Develop frameworks and dashboards to monitor and report on key performance metrics, such as response times, resolution rates, and customer satisfaction (CSAT)
• Define and expand Customer Support best practices, creating an efficient and repeatable model that ensures customers are provided with a best-in-class experience
• Increase product adoption, customer loyalty and retention through the provision of prompt and accurate issue resolution including analyzing tickets, call metrics and other performance indicators and delivery strategies to improve service levels as needed
• Analyze customer interactions across all channels (chat, email, social media) to identify trends, areas for improvement, and opportunities for automation or process optimization
• Work cross-functionally with Product Development and Customer Success Teams to advocate and deliver solutions needed to better the customer experience and reduce support burdens
• Own, leverage and challenge support software systems available (Support Ticketing and Phone Systems) to improve and optimize workflows, reporting and customer outcomes
• Act as the ultimate escalation point for customer inquiries
• Focus on team development and performance, implementing training and support initiatives that ensure readiness and resilience within the Support team
• Own the integration and optimization of potential AI-driven tools that support our ability to scale processes, including support ticket deflection, sentiment tracking, and faster data-informed decision-making
• Develop and deliver regular updates on Support team performance to the Executive Team
• Partner with external vendors to ensure adherence to SLAs and quality standards
• Manage the after-hours weekend schedule and process with third-party call center
• Help improve and manage the on-going definition of the incident process, clearly defining triage protocols for steps the team needs to take in handling customer incidents

Benefits

• Competitive compensation based on experience
• Comprehensive health, dental and vision benefits
• 401(k) plan with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off and company holidays
• Full suite of remote working tools and processes
• Location : 100% Remote