Job Description
Director, Customer Support
US- Remote
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. Join our mission as we help to enable every patient to the highest quality of care.
We’re looking for a Director, Customer Support to lead our Support managers and cultivate a best-in-class Support team at Elation Health.
Responsibilities:
- Create and maintain an operational philosophy that drives a relentless focus on an efficient and optimized human interaction with bar-raising quality, efficiency and cost.
- Provide leadership and coaching to develop and mentor our Support Managers and their teams.
- Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team with a resolute focus on customer experience.
- Align with Chief Revenue Officer (CRO) on department strategy and operating plan for the Support organization as we continue to scale our team.
- Liaise with other leadership, as well as cross-functional leadership to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation.
- Work with CRO, People Ops, and Finance to plan for annual operating plan, including headcount needs, determining areas of growth, and guide hiring strategy accordingly.
- Assist with incident response when necessary as an escalation point, communicating with customers and providing info to internal teams.
- Continue to refine the analytics and Key Performance Indicators (KPIs) used to evaluate Support (both holistically and at the individual level) and establish team goals and priorities.
- Own the support tools and systems strategy, including training and knowledge management, workforce management, customer and driver partner relationship management, contact routing, program management, trust and safety, and quality assurance.
- Partner with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams’ efforts
Requirements:
- Views the Support function as a differentiator in the market segment
- Passionate about people management, development, and mentorship with previous experience leading managers in a tiered support organization across multiple locations
- A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
- Provides direction to managers in various areas, groups, and/or operations
- Self-motivated, detail-attentive, and have a desire for continuous learning
- Someone with a high EQ and soft skills, with exceptional written and oral communication
- Able to think creatively about a wide variety of challenges.
- Current or recent experience (within the last 2-3 years) working in a Support Leadership or adjacent function within a complex SaaS technology environment
Salary: $130,000- $165,000
Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.
We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.
Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.
As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy.
This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.
We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption.