Director of Customer Support - Remote

About the Role

We are seeking a Director of Customer Support to join our team in a fully remote capacity. As the Director of Customer Support, you will lead a high-volume, customer-facing support organization responsible for delivering reliable, timely, and high-quality technical assistance at scale. This role is pivotal in managing end-to-end Customer Support operations, including ticket management, service levels, escalation frameworks, and continuous improvement across all reactive support channels.

What You'll Do

• Lead, mentor, and develop a high-performing Customer Support organization.
• Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone).
• Standardize ticket intake, triage, prioritization, escalation, and resolution workflows.
• Implement automation and AI-driven workflows to reduce repetitive and manual support work.
• Establish and own Customer Support KPIs, including SLA attainment and CSAT metrics.

Requirements

• 2-5 years of experience leading Customer Support or Technical Support teams in SaaS or technology environments.
• Proven success running high-volume support operations with strong operational discipline.
• Deep experience with ticketing platforms, automation tools, and support analytics.
• Strong leadership, communication, and change management skills.
• Experience in MedTech or HealthTech is a plus.

Nice to Have

• Experience with modern cloud-based phone systems (Zoom Phone or similar).
• Data-driven mindset with excellent analytical and problem-solving abilities.

What We Offer

• Competitive salary ranging from $120,000 to $150,000.
• 100% company-paid premiums for employee’s medical health, vision, and dental plans.
• Flexible PTO and 100% paid parental leave.
• Work from anywhere within the US.
• Charitable donation matching.