The Role Title: Director, Customer Support and Shared Services
Team: Customer Support
Location: San Diego
Reports To: Sr. Director, Customer Success
What You'll Do Here's how you'll help us bring our mission to life and show up as a Trusted Partner:
The Director of Customer Support, Shared Services leads the teams and operating model that support Payments, Clearinghouse, and Account Services across PracticeTek. These services span products and brands and are central to customers' daily operations, making consistency, expertise, and dependable execution essential. This leader is accountable for service quality, workforce performance, escalations, knowledge, operational controls, and continuous improvement, and partners closely with Product, Engineering, Finance, Risk and Compliance, Customer Success, and other operating teams to resolve issues and reduce recurring customer effort.
- Lead a unified shared-services support strategy and operating model across Payments, Clearinghouse, and Account Services.
- Build and develop managers and teams with clear roles, domain expertise, capacity plans, quality standards, and accountability for customer outcomes.
- Own service performance, including customer satisfaction, first-contact resolution, responsiveness, resolution time, backlog health, escalation quality, and cost-to-serve.
- Establish disciplined incident and escalation practices with clear ownership, cross-functional coordination, and timely customer communication.
- Turn contact drivers, customer feedback, and service data into better knowledge, automation, product improvements, and simpler customer experiences.
Essential Responsibilities Here's how you'll help us bring our mission to life and show up as a Trusted Partner:
Shared Services Strategy & Operating Model
- Translate the enterprise Support strategy into a clear roadmap and operating model for Payments, Clearinghouse, and Account Services.
- Standardize intake, routing, ownership, service commitments, handoffs, and escalation paths across the three service areas while preserving the specialized expertise each requires.
- Define coverage and severity models that align support intensity with customer needs, issue complexity, business impact, and risk.
- Build workforce and capacity plans, operating cadences, and readiness practices for volume shifts, product releases, migrations, and other planned changes.
Payments, Clearinghouse & Account Services Delivery
- Ensure customers receive accurate, timely, and consistent support across Payments, Clearinghouse, and Account Services, supported by clear procedures, decision trees, and escalation paths.
- Lead high-impact escalations and service disruptions through resolution, with named ownership, complete documentation, and proactive internal and customer communication.
- Coordinate complex cases across Product, Engineering, Finance, Implementation, Security, Risk and Compliance, and external partners when applicable.
- Protect service continuity through disciplined preparation for releases, migrations, policy changes, vendor changes, and incidents.
People Leadership & Service Quality
- Recruit, coach, and develop managers and team members with clear performance expectations, career paths, development plans, and succession coverage.
- Establish quality assurance, case-review, calibration, coaching, and technical-enablement programs that improve accuracy, consistency, and resolution capability.
- Set clear standards for empathy, documentation, case ownership, escalation judgment, communication, and follow-through across every support channel.
- Foster a culture of customer advocacy, accountability, learning, and disciplined problem solving while maintaining sustainable team performance.
Operational Excellence, Knowledge & Automation
- Own knowledge-management governance for shared services, including content accuracy, freshness, search effectiveness, change readiness, and frontline adoption.
- Simplify workflows, remove unnecessary handoffs, and improve first-contact resolution, customer effort, productivity, and cost-to-serve.
- Identify appropriate self-service and automation opportunities for repeatable needs, with quality controls and clear escalation to skilled human support.
- Partner with Customer Success Operations and Data, Reporting and Analytics to create trusted reporting, understand demand and capacity, and prioritize improvement opportunities.
Customer Intelligence, Governance & Cross-Functional Partnership
- Establish consistent contact-driver and root-cause practices so recurring Payments, Clearinghouse, and Account Services issues become actionable customer and product intelligence.
- Lead a recurring cross-functional operating cadence to assign owners, track corrective actions, and reduce preventable customer contacts and escalations.
- Partner with Security, Legal, Finance, Risk and Compliance, Product, and Operations to ensure service procedures, customer verification, access, and incident handling follow applicable controls and policies.
- Communicate performance, risks, decisions, and roadmap progress to senior leaders and represent shared services in product-launch and organizational-change readiness.
Your unique talents are what makes you shine. For this role, success looks like:
- 10+ years of progressive experience in Customer Support, Technical Support, Customer Operations, or a related service function, including 5+ years leading managers and teams.
- Proven success leading a multi-function shared-services or support organization in B2B SaaS, healthcare technology, financial technology, or another complex service environment.
- Demonstrated expertise in at least one of the following areas-payments, healthcare clearinghouse or EDI services, or account services-with the ability to lead effectively across all three.
- Strong record of owning customer satisfaction, first-contact resolution, response and resolution performance, backlog, escalations, workforce capacity, quality, and cost-to-serve.
- Experience with incident management, operational controls, risk-aware processes, vendor or partner coordination, and service continuity in high-trust or regulated environments.
- Working knowledge of CRM and ticketing platforms, knowledge-management systems, workforce planning, quality programs, workflow automation, and self-service technologies.
- Strong analytical and systems-thinking skills, with the ability to turn service data and customer friction into clear priorities and measurable cross-functional action.
- Exceptional leadership, communication, and relationship-building skills, with a practical, low-ego style and the ability to influence senior leaders and partners without relying on authority alone.
If you're excited to bring your ideas, energy, and expertise to a team that's shaping the future of healthcare, we can't wait to hear from you. Apply today and let's make healthcare simpler, smarter, and Better. Together.
The Fine Print (That Really Matters) At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate's skills and experience. Compensation for this position will be established in accordance with the approved range for the role. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.
This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.
