About the roleWe are looking for a strategic, customer-obsessed
Director, Product Support to lead and transform our support function. You'll bring a clear vision for what best-in-class looks like, a critical eye for what needs to evolve to get there, and the operational rigor to make it happen - without losing sight of the customer experience along the way.
You'll evaluate our existing foundation, sharpen it, and architect a model built for scale - one where AI serves as a force multiplier and your people are empowered to focus on the complex, high-judgment work that matters most: resolving difficult issues, owning escalations, and continuously raising the bar on service quality.
This is a role for someone who comes in with a critical eye, a point of view, and the experience to back it up, including evolving a support function with AI.
What you'll do- Own the vision and strategy for product support - define what best-in-class looks like, including what should be the scaling service levels with our customers, and build a phased roadmap to get there, balancing long-term transformation with near-term service quality
- Lead, develop, and retain a high-performing support team - including internal staff and outsourced partners - hiring and growing support team members who build a resilient, customer-first culture ready for both today's demands and tomorrow's operating model
- Architect the path to AI-augmented support - assess current workflows, tooling, and team capabilities to design a scalable foundation that positions us to layer in AI effectively, then lead implementation and ongoing refinement
- Turn metrics into action - own key metrics such as CSAT, resolution time, and FRT, but go deeper: identify systemic drivers and partner with Product, Engineering, QA, and Clinical Success to address root causes and close.
- Own escalation and issue management - resolve high-impact issues with urgency and ensure patterns surface as actionable input across the organization
- Build and manage the support tech stack - evaluate and evolve the platforms powering the operation today with an eye toward AI-ready infrastructure
About you- 8+ years in product/customer support, technical operations, or client support function, with at least 3 years in a leadership role - healthtech or a regulated environment preferred
- Proven experience leading operational transformation, including incorporating AI or automation into a support function
- A genuine point of view on best-in-class support - you benchmark against industry leaders and bring that perspective into every strategic decision
- Analytically strong and systemically minded - you connect support trends to upstream issues and drive cross-functional plans to resolve them
- Familiar with enterprise support platforms (Salesforce Service Cloud or similar) and conversant in AI/LLM tooling and automation
- Excellent communicator and cross-functional partner - able to influence without authority and translate operational complexity for executive audiences
- A people-first leader who builds teams that are accountable, customer-obsessed, and resilient through change
Details- The annual salary for this role is $260,000-$300,000 + equity + benefits (including medical, dental, and vision)
- Flexible PTO
- Location: Remote, US or Canada - NYC preferred
