Vice President of Customer Support
Confidential
Vice President of Customer Support
About the Company
Leading provider of EHR & practice management software
Industry
Internet
Type
Privately Held
Founded
2012
Employees
501-1000
Categories
- Information Technology & Services
- Technology
- Electronic Health Records
- Health Care Information Technology
- Mental Health
- Patient Management
Specialties
- ehr
- therapy notes
- online appointment scheduling
- insurance billing
- practice documentation
- calendar
- client portal
- secure messaging
- telehealth
- secure payments
- dietitian
- slp
- health and wellness
- therapist
- counselor
- cbt
- health insurance
- continuing education
- emr
- physical therapy
- occupational therapy
- chiropractors
- lactation specialists
- substance abuse counselors
- and practice management software
About the Role
The Company is seeking a Vice President of Customer Support to lead the strategy, operations, and execution of a large support organization across email, chat, and phone. The role will design a tiered support model, establish consistent service and quality standards, and shape personalized, proactive support experiences. The leader will set the strategy for AI and technology adoption, balancing automation with human judgment, and partner with Product and Engineering to integrate customer insights into roadmaps and launches. Responsibilities also include representing the customer voice in company strategy, managing support quality, cost, and experience, and leading a significant organizational transformation. The role will develop a strong leadership bench and align team structures, workflows, and training with measurable customer outcomes. Candidates should have at least 10 years of customer support or customer experience leadership, including five or more years at VP or equivalent level leading a sizable team. Required experience includes leading large-scale change, building tiered support models, deploying AI to improve customer experience, and connecting team capabilities and processes to measurable outcomes. Strong technical fluency and experience partnering with Product and Engineering are essential, along with commercial understanding of support’s impact on retention, expansion, and brand. Experience serving SMB customers is strongly preferred; healthcare software and distributed or global teams are advantageous.
Hiring Manager Title
Chief Commercial Officer
Functions
- Operations
- Information Technology
- Data Management/Analytics
Vacancy posted 4 days ago
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