Director of Customer Support - Remote

Overview

The Director of Customer Support will lead and scale the customer support team at Maximus, focusing on patient experience, team performance, and operational efficiency.

In Short

• Lead and develop a 25+ person customer support team.
• Establish performance standards and training programs.
• Own SLAs and KPIs for customer satisfaction and operational efficiency.
• Implement automation and tools to improve efficiency.
• Serve as the voice of patients and customer support representatives.
• Ensure a seamless experience across all patient touchpoints.
• Define and execute the vision for scaling customer support.
• Prepare reporting and insights for leadership.
• Collaborate with Product, Operations, and Clinical teams.
• Drive retention and engagement to improve customer lifetime value.

Requirements

• 8+ years in Customer Support with leadership experience.
• Experience in direct-to-consumer and telehealth companies.
• Proven track record in scaling support organizations.
• Strong operational orientation and experience with QA.
• Excellent collaboration skills across various teams.
• Data-driven and analytical mindset.
• Customer-first approach combined with business pragmatism.
• Experience with customer support platforms like Intercom or Zendesk.

Benefits

• Premium health insurance plans.
• Full suite of medical, dental, and vision coverage.
• Best-in-class 401K options.
• Flexible vacation and time-off policies.
• Liquidity of options whenever available.
• Extended options exercise window for loyal employees.