Senior Director / Vice President, Customer Support

The role

The Senior Director / VP, Customer Support will own the end-to-end support system to drive service quality and product roadmap influence. You will build and scale a technical support organization and partner with Product and Engineering leadership to prevent issues at the source.

What you will do

• Own SLA and case-resolution performance for the support organization
• Build a high-functioning system, team, and operating model
• Design and audit the QA framework for AI-assisted case resolution
• Optimize case triage, routing, and escalation systems
• Establish business operating procedures for product support resolution
• Report performance metrics to the CPO and cross-functional leadership
• Redefine the support hiring profile toward a technical standard
• Build a career ladder with clear levels and growth paths
• Manage and develop Support Managers
• Translate support data into prioritized recommendations for the product roadmap

Required qualifications

• 7+ years building or scaling technical support/TSE organizations
• Proven track record running functions against hard SLAs
• Deep people management experience
• Experience building or redesigning support career ladders and leveling frameworks
• Technically credible with ability to speak engineer-to-engineer
• Systems thinker
• Data-driven
• Proven ability to partner with Product and Engineering leadership

Nice to have

• Lean Six Sigma or Process Engineering experience

About the company

Elation is a SaaS cloud-based clinical platform focused on enhancing physician and patient quality of life. The company aims to build a world-class experience that empowers physicians to deliver care to patients.