Director of Customer Support

About Our Client

Our client is a small company with a big mission: to connect healthcare providers with the right life science experts and resources they need, exactly when they need them, to improve patient care. A software platform has been built that is changing the way providers learn about the latest medical advancements and technologies. Every year, its platform powers over 1 million educational exchanges between medical practices and life science companies, making it easier for them to stay informed and provide better care.

Our client has a proven product, a strong mission, and a passionate team. Now, it's looking for talented people to help it grow even more. If you're driven, eager to make an impact, and ready to be part of something meaningful, the organization wants to hear from you!

About The Role

The Director of Customer Support will lead a high-volume, customer-facing support organization responsible for delivering reliable, timely, and high-quality technical assistance at scale. This role is accountable for end-to-end Customer Support operations, including ticket management, service levels, escalation frameworks, and continuous improvement across all reactive support channels.

This leader will bring structure, predictability, and operational discipline to a team managing thousands of support requests per month, while building the systems, processes, and tooling needed to scale efficiently. The focus of the role is to support execution and issue resolution, not renewals, expansion, or commercial ownership.

This role reports to the SVP of Practice Growth and partners closely with Product, Account Management, and Sales leadership.

Our client transforms how medical practices engage with life sciences resources and expertise to improve patient care. Its platform intelligently connects healthcare providers with the precise life sciences experts that they need, when they need them. As a result, medical practices stay on the cutting edge of patient care without disrupting workflows. Trusted by more than tens of thousands of healthcare practitioners and all major life sciences companies, the platform has powered millions of educational exchanges between healthcare teams and life sciences companies.

Key Responsibilities

Team Leadership & Development Responsibilities

• Lead, mentor, and develop a high-performing Customer Support organization.
• Establish a culture of ownership, accountability, and operational excellence.
• Build and maintain onboarding, training, and certification programs to elevate technical proficiency and consistency.
• Define clear roles, escalation paths, performance expectations, and career progression within Customer Support.
• Equip front-line managers to run predictable day-to-day support operations while developing future leaders.

Customer Support Operations & Service Delivery Responsibilities

• Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone).
• Standardize ticket intake, triage, prioritization, escalation, and resolution workflows.
• Define and enforce SLAs, service level targets, and incident response procedures.
• Monitor ticket volume, backlog health, aging, and response trends to ensure consistent service delivery.
• Assess current-state processes, design future-state workflows, and implement operational improvements that reduce friction, eliminate redundancy, and support sustainable growth.
• Drive operational rigor that balances speed, quality, and cost-to-serve.

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Automation, Deflection & Issue Prevention Responsibilities

• Implement automation and AI-driven workflows to reduce repetitive and manual support work.
• Develop and execute a knowledge base and self-service strategy that increases ticket deflection.
• Analyze support data to identify recurring issues and partner with Product to eliminate root causes.
• Shift the organization toward proactive issue prevention (reducing inbound demand), not proactive relationship management.
• Continuously evaluate tools, workflows, and documentation to improve efficiency at scale.

Cross-Functional Collaboration

• Partner closely with Product to surface trends, defects, and usability issues impacting support volume and customer experience.
• Collaborate with Sales to improve pre-sale expectation setting and post-sale support readiness.
• Serve as the internal voice of support, advocating for product and process improvements that reduce customer friction.
• Ensure clear escalation and communication paths for high-impact customer issues.

Performance Measurement & Reporting

• Establish and own Customer Support KPIs, including:
• SLA attainment
• First response and resolution times
• Backlog health and ticket aging
• Escalation rates
• CSAT and service quality indicators
• Ticket deflection and automation effectiveness
• Provide regular reporting to leadership on support performance, capacity, risks, and trends.
• Pull, analyze, and interpret call data to identify trends, diagnose performance gaps, and drive staffing, coverage, and workflow decisions.
• Use data to drive staffing models, prioritization, and continuous improvement initiatives.

Required Qualifications

• 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.
• Deep Proficiency in modern cloud-based phone systems (Zoom Phone or Similar); including call routing, tier or queue configuration, and reporting.
• Demonstrated ability to improve efficiency, predictability, and customer experience simultaneously.
• Strong operational and workflow leadership with a track record of applying prior best practices to improve efficiency, scalability, and consistency.
• Strong leadership, communication, and change management skills.
• Data-driven mindset with excellent analytical and problem-solving abilities.
• Experience in MedTech or HealthTech a plus.

Benefits

• Competitive Salary
• 100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA
• Short-term and Long-term Disability
• Life Insurance
• 401k Matching
• Work from Anywhere within the US
• Flexible PTO
• 100% Paid Parental Leave
• Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period
• Charitable donation matching

Location

The "Work from Anywhere" philosophy is aimed at making sure that the organization recruits a diverse range of thought leadership to ensure that its technology is better able to serve local health care providers. The goal is to hire the country’s top talent and allow them to create an environment within the U.S. where they can do their best work.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”