Director, Customer Support - Remote

Overview

Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That’s why we’ve built Radicle Health as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve.

In Short

• Define and implement a company-wide support strategy and vision.
• Focus on scalability, efficiency, and customer experience.
• Standardize and operationalize support workflows across teams.
• Establish strong partnerships with Engineering and Product teams.
• Drive adoption of new tools, automation, and AI technologies.
• Build a metrics-driven support organization.
• Define and track KPIs such as SLAs and resolution time.
• Develop internal and external knowledge systems for self-service.
• 10-12+ years in customer support or support operations.
• Experience leading digital transformation initiatives.

Requirements

• Executive-level leadership and organizational influence.
• Expertise in support operations and workflow optimization.
• Ability to communicate strategy, metrics, and outcomes effectively.

Benefits

• Unlimited PTO policy.
• Competitive medical, dental, and vision healthcare coverage.
• 401k matching.
• Paid holidays.
• Volunteer time off.
• Paid parental leave.
• Remote work stipend.