<p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p> <h3>What You'll Do</h3> <p><strong>Drive Operational Excellence & Service Delivery</strong></p> <ul> <li>Own SLA and case-resolution performance for the entire support organization, delivering on time-to-resolution, backlog reduction, and customer satisfaction targets</li> <li>Build a high-functioning system, team, and operating model that exemplifies exceptional customer service standards</li> <li>Design and audit the QA framework for AI-assisted case resolution—ensuring teams critically evaluate AI output and maintain quality over speed</li> <li>Continuously optimize case triage, routing, and escalation systems, including seamless handoff processes to Product Development</li> <li>Establish business operating procedures for all product support resolution, including monitoring, root cause analysis, and analytics</li> <li>Report performance metrics to the CPO and cross-functional leadership, making support performance transparent and actionable</li> </ul> <p><strong>Build & Scale the Organization</strong></p> <ul> <li>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</li> <li>Build a credible in-function career ladder with clear levels, competitive compensation, and senior technical leadership roles that create real growth paths</li> <li>Manage and develop Support Managers, instilling a high-performance culture with clear accountability, coaching rigor, and team development</li> <li>Own training, enablement, and onboarding infrastructure that brings new hires to technical proficiency rapidly</li> <li>Scale the team strategically while improving operational leverage—absorbing growth without proportional cost increases</li> </ul> <p><strong>Partner Cross-Functionally & Influence Product Direction</strong></p> <ul> <li>Own the case-to-roadmap feedback loop: translate support data into prioritized, evidence-backed recommendations that prevent future cases at the source</li> <li>Partner closely with Product Leadership on roadmap prioritization decisions that materially impact case volume—acting as a strategic partner in product direction</li> <li>Ensure customer feedback via support plays a critical role in the product development lifecycle</li> <li>Collaborate with Customer Operations leadership to ensure holistic service standards across onboarding, customer success, and support</li> </ul> <p><strong>Engineer Systems for Scale</strong></p> <ul> <li>Treat support as a tunable system: continuously analyze the full case journey and engineer improvements to throughput, quality, efficiency, and customer satisfaction</li> <li>Own workforce planning, capacity modeling, tooling investments, and the long-term operating model as case volume and product complexity scale</li> <li>Build data infrastructure and dashboards that make support performance visible and actionable for stakeholders</li> </ul> <h3>What Success Looks Like</h3> <p><strong>Short Term (First Year)</strong></p> <ul> <li>SLA performance consistently meets or exceeds targets</li> <li>Case volume per active provider trending down through product-driven prevention</li> <li>New technical support profile defined, hired, and successfully embedded in Product Development teams</li> <li>In-function career ladder designed, communicated, and first promotions executed</li> <li>Case-to-roadmap feedback loop established with measurable impact on Product backlog prioritization</li> </ul> <p><strong>Long Term</strong></p> <ul> <li>Support scales with greater operating leverage while maintaining or improving service quality</li> <li>Top performers advancing through the career ladder; retention of high performers at 90%+</li> <li>AI-assisted case resolution quality at 95%+ accuracy with strong human oversight</li> <li>Support recognized internally as a strategic product partner and driver of product excellence</li> </ul> <p> </p> <h3>What We're Looking For</h3> <p><strong>Required Experience</st