Director, Customer Support

The role

You will lead and inspire a high-performing customer support team. You will develop strategies to modernize support operations using AI-powered tools to improve Patient NPS and core support metrics.

What you will do

• Lead and inspire a high-performing customer support team.
• Foster a positive and collaborative team culture.
• Recruit, train, and develop customer support professionals.
• Develop and execute a customer support strategy aligned with company goals.
• Assess and improve customer support processes.
• Implement industry best practices.
• Lead the transformation of customer support through AI-powered tools and automation.
• Own Patient NPS as a core success metric.
• Partner with Product, Engineering, and Data teams to evaluate and scale AI/automation solutions.
• Build a measurement framework connecting AI/automation to support KPIs.

Required qualifications

• 10+ years of experience in client success or customer support roles.
• 5+ years of experience leading and managing high-performing customer support teams.
• 5+ years experience using customer service and customer experience (CX) software (e.g. Zendesk).
• Track record of using data and technology to improve support KPIs such as resolution time, response time, and NPS/CSAT.
• Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools.
• Excellent communication and interpersonal skills.
• Strong data analysis skills.
• Demonstrated ability to drive continuous improvement and implement best practices.
• Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications.

Nice to have

• experience in digital health, SaaS, and/or virtual care delivery organizations

Benefits

• Medical, Dental and Vision
• Ancillary: Life, Short and Long Term Disability
• 401K match
• Flexible PTO
• Parental Leave
• Stock options
• Additional programs and perks

Before you apply

• Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position.

About the company

Wheel is evolving the traditional care ecosystem by equipping companies with a platform to deliver virtual care at scale. They offer strategies and technologies to foster consumer engagement and build brand loyalty.