Director of Customer Support - Remote

Overview

As the Director of Customer Support at Rad AI, you will be instrumental in ensuring that our customers' voices are heard, their issues are prioritized effectively, and their experience is seamless and world-class.

In Short

• Own and optimize the entire customer support function across all Rad AI products.
• Drive operational excellence in customer support.
• Use metrics to drive decisions and define KPIs.
• Implement a data-driven closed-loop improvement process.
• Establish a structured feedback loop with Product, Engineering, and Customer Success.
• Create scalable, automated support processes.
• Lead, hire, and develop a high-performing support team.
• Work cross-functionally with Product Management and Engineering.
• Act as the customer’s advocate with a bias for action.
• Own and optimize self-service support solutions.

Requirements

• 7+ years of experience in customer support leadership.
• Experience in a SaaS, AI, or healthcare technology company.
• Data-driven decision maker with a focus on metrics.
• Customer-obsessed and operationally excellent.
• Cross-functional collaboration skills.
• Strong leadership and team development abilities.

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.