Director of Customer Support

Summary

Join Rad AI, a leading AI-driven healthcare company, as the Director of Customer Support. You will own and optimize the entire customer support function across all Rad AI products, ensuring responsiveness, efficiency, and quality at scale. This role requires a data-driven approach, using metrics to drive decisions and implementing a closed-loop improvement process. You will lead, hire, and develop a high-performing support team, collaborating cross-functionally with Product, Engineering, and Customer Success. The ideal candidate possesses 7+ years of experience in customer support leadership within a SaaS, AI, or healthcare technology company, along with strong data analysis and operational excellence skills. Rad AI offers a comprehensive benefits package, including health insurance, retirement benefits, paid time off, flexible work arrangements, and more.

Requirements

• You bring 7+ years of experience in customer support leadership within a SaaS, AI, or healthcare technology company, including experience managing teams in a high-growth environment
• You measure everything—tracking customer pain points, response times, and resolution rates to drive continuous improvement
• You prioritize customer issues and feature requests based on data—impact, frequency, urgency, and strategic importance
• You understand key support metrics and know how to analyze and act on them to optimize processes
• You act with urgency and a bias for action, ensuring that customer issues never fall through the cracks
• You know that "Every Radiologist Matters" and hold your team to a high bar in delivering world-class service
• You think and act like an owner—no task is beneath you if it helps the customer and the team succeed
• You build trust through transparency, ensuring authenticity in all customer interactions
• You have a strong backbone to advocate for customers, even when challenging priorities internally
• You collaborate deeply with Product, Engineering, and Customer Success, ensuring a seamless support-to-solution pipeline
• You excel in hiring, developing, and retaining top talent, fostering a high-performance culture within your team

Responsibilities

• Own and optimize the entire customer support function across all Rad AI products (Impressions, Continuity, Reporting), ensuring responsiveness, efficiency, and quality at scale
• Drive Operational excellence in Customer support in pusuit of customer satisfaction and operational efficiency
• Use metrics to drive decisions—defining, measuring, and iterating on KPIs such as first response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS)
• Implement a data-driven closed-loop improvement process, where customer issues and feature requests are categorized within a structured framework that allows for prioritization based on impact, urgency, and customer demand
• Establish a structured feedback loop with Product, Engineering, and Customer Success to ensure that recurring issues are escalated, addressed, and prevented proactively
• Create scalable, automated support processes while maintaining a high-touch, white-glove experience for key customers
• Lead, hire, and develop a high-performing support team, ensuring they have the right tools, training, and motivation to excel
• Work cross-functionally with Product Management to advocate for customers, Customer Success to drive proactive engagement, and Engineering to ensure timely issue resolution
• Act as the customer’s advocate with a bias for action, ensuring that friction points are addressed promptly and thoroughly
• Own and optimize self-service support solutions, including knowledge bases, FAQs, and AI-powered chat solutions, to reduce ticket volume and improve response efficiency

Benefits

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA
• 401(k)
• 11 paid company holidays
• Location-flexibility (remote-first company!)
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend