Senior Director / Vice President, Customer Support

About this role

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

We're looking for a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case, driving both immediate service quality and long-term case prevention through product roadmap influence.

You'll build and scale a new generation of technically-oriented support professionals, create career paths that retain top talent, and establish the operational rigor that scales with our growth. As a key partner to Product and Engineering leadership, you'll translate support insights into product improvements that prevent issues at the source.

If you see customer service as a product to be engineered, love building high-performing organizations, and want to shape how a healthcare technology company serves its customers, this role is for you.

What You'll Do

Drive Operational Excellence & Service Delivery

• Own SLA and case-resolution performance for the entire support organization, delivering on time-to-resolution, backlog reduction, and customer satisfaction targets

• Build a high-functioning system, team, and operating model that exemplifies exceptional customer service standards

• Design and audit the QA framework for AI-assisted case resolution—ensuring teams critically evaluate AI output and maintain quality over speed

• Continuously optimize case triage, routing, and escalation systems, including seamless handoff processes to Product Development

• Establish business operating procedures for all product support resolution, including monitoring, root cause analysis, and analytics

• Report performance metrics to the CPO and cross-functional leadership, making support performance transparent and actionable

Build & Scale the Organization

• Redefine the support hiring profile toward a materially more technical standard: professionals who resolve complex issues, reason about underlying systems, discern AI quality, and actively improve support operations for team-wide leverage

• Build a credible in-function career ladder with clear levels, competitive compensation, and senior technical leadership roles that create real growth paths

• Manage and develop Support Managers, instilling a high-performance culture with clear accountability, coaching rigor, and team development

• Own training, enablement, and onboarding infrastructure that brings new hires to technical proficiency rapidly

• Scale the team strategically while improving operational leverage—absorbing growth without proportional cost increases

Partner Cross-Functionally & Influence Product Direction

• Own the case-to-roadmap feedback loop: translate support data into prioritized, evidence-backed recommendations that prevent future cases at the source

• Partner closely with Product Leadership on roadmap prioritization decisions that materially impact case volume—acting as a strategic partner in product direction

• Ensure customer feedback via support plays a critical role in the product development lifecycle

• Collaborate with Customer Operations leadership to ensure holistic service standards across onboarding, customer success, and support

Engineer Systems for Scale

• Treat support as a tunable system: continuously analyze the full case journey and engineer improvements to throughput, quality, efficiency, and customer satisfaction

• Own workforce planning, capacity modeling, tooling investments, and the long-term operating model as case volume and product complexity scale

• Build data infrastructure and dashboards that make support performance visible and actionable for stakeholders

What Success Looks Like

Short Term (First Year)

• SLA performance consistently meets or exceeds targets

• Case volume per active provider trending down through product-driven prevention

• New technical support profile defined, hired, and successfully embedded in Product Development teams

• In-function career ladder designed, communicated, and first promotions executed

• Case-to-roadmap feedback loop established with measurable impact on Product backlog prioritization

Long Term

• Support scales with greater operating leverage while maintaining or improving service quality

• Top performers advancing through the career ladder; retention of high performers at 90%+

• AI-assisted case resolution quality at 95%+ accuracy with strong human oversight

• Support recognized internally as a strategic product partner and driver of product excellence

What We're Looking For

Required Experience

• 7+ years building or scaling technical support/TSE organizations, or 5+ years building and scaling consumer product services at software or SaaS companies with genuine tiered escalation models and technical depth

• Proven track record running functions against hard SLAs and systematically improving them—not just maintaining baseline performance

• Deep people management experience: Built strong teams, culture, and outcomes; developed high-performing teams through coaching, leadership, and accountability

• Experience building or redesigning support career ladders and leveling frameworks that retain technical talent

Technical & Strategic Capabilities

• Technically credible: You may have an engineering background but chose an operations/people-leadership path; you can speak engineer-to-engineer and assess technical problem-solving quality

• Systems thinker: You see support as an end-to-end process to optimize, not just a service desk to staff; you've built or redesigned workflows, tooling, and operational models

• Data-driven: You translate metrics into insights and insights into ac

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