Director of Customer Support - Remote

Overview

We are seeking a dynamic and empathetic leader to serve as the Director of Customer Support. This role is pivotal in fostering a culture of accountability, positivity, and customer-centricity while championing operational excellence. The ideal candidate will bring a "can-do" attitude, a “roll-up my sleeves” mentality, and a commitment to creating efficiencies while leveraging innovative technologies to elevate our customer support experience.

In Short

• Act as the voice of the customer, ensuring their needs are prioritized and met with empathy and excellence.
• Lead, inspire, and empower the customer support team to uphold service excellence.
• Identify and implement strategies to improve support processes.
• Roll up your sleeves and lead by example in problem-solving.
• Develop and execute a strategic vision for the customer support function.
• Define key performance indicators (KPIs) for customer support.
• Work closely with product, sales, and other teams to create seamless experiences.

Requirements

• Proven experience in customer support leadership roles.
• Exceptional interpersonal skills.
• Experience working with HubSpot (Service Hub) highly preferred.
• Experience with RingCentral, Atlassian Confluence, Slack, Google Workspace a plus.
• Background in the healthcare industry and familiarity with EHR systems a plus.

Benefits

• Competitive salary range of $145,000 - $165,000 plus annual performance bonus.