Vice President, Customer Support

Vice President, Customer Support

About the Company

Fast-growing, cloud-based healthcare technology company helping independent medical practices.

Industry
Computer Software

Type
Privately Held

About the Role

The Company is seeking a VP/Senior Director of Customer Support to lead the transformation of its support function into a key competitive advantage. The successful candidate will be responsible for operational excellence, including owning SLA and case-resolution performance, and building the systems, processes, and standards that ensure exceptional support. This role is not traditional; it involves owning the full lifecycle of support cases, from capture to resolution, and using this data to drive product improvements. The VP/Senior Director will also be tasked with building and scaling a team, redefining what it means to scale in terms of processes and effectiveness, and raising the technical bar for the team. Applicants must have 5-7 years' experience in building, leading, or scaling customer support or customer product services at a SaaS company, with a preference for those with a background in healthcare. Technical credibility is essential, as is genuine hands-on experience with AI in a support context. The role requires a proven track record of running a support function against SLAs, systematically improving performance, and partnering with product and engineering leadership to influence roadmap decisions. The ideal candidate will have a history of treating support as an end-to-end system and have experience in redesigning workflows, tooling, or operating models to support organizational growth.

Hiring Manager Title
Chief Product Officer

Functions

• Operations