Director Customer Support, Remote or Hybrid

The opportunity

An integral role for the company, you’ll have substantial impact on the company and their mission from day one. This is an exciting opportunity to join a high growth, well funded start-up and help them on their mission to help their clients live healthier lives. It is a full time position with the expectation to grow & scale a team as the business expands. You will lead the Customer Support Team helping customers use their software and serve as a customer advocate to the product team. Based in New York you can work fully remotely or there is an office in Midtown Manhattan and you’ll have the option to work in an office if you choose to.

The Role

You will report directly to the COO and be responsible for owning the customer support experience delivering exceptional customer support experience. You will become an expert in all areas of the product and be able to teach others about the product and support best practises.

• Troubleshoot potential bugs, document feature requests, update FAQ articles and escalate inquiries to tech support
• Draft & report quarterly OKRs and manage the support teams KPI’s
• Lead a team of 6-8 specialists
• Run weekly meetings, 1:1 meetings with all support team members
• Manage and participate in customer escalations and engage with customer to triage their ussies via tickets and video conferencing
• Build processes and playbooks that enable team members to collaborate and execute effectively
• Forecast hiring needs and recruit new team members who are focussed on delivering world class customer support

The Candidate

They are a mission driven company and are looking for someone with strong values who has a passion for healthcare and wants to work in a place that cares about improving patient outcomes and experiences. You should be trustworthy and care about people – your colleagues, customers and everyone around you.

• 4+ years experience providing customer support for technical start-ups
• 2+years leading and scaling Customer Support Teams – (SaaS preferred)
• Expert with ticket management systems and tools such as Zendesk
• Ability to communicate complex technical topics to customers and co-workers of varying technical skill level
• You should be able to take initiative and ownership to see things through
• You should be a problem solver, trustworthy, empathetic, and a team player

The Package

Salary – $130,000 – $150,000 DOE

• Stock Options
• Annual bonus
• Medical, Dental, Vision, Life & Disability coverages
• 401(k) plan company matching
• Learning & Development Stipends
• Nutritional coaching, fitness membership, a laptop & equipment stipend
• Summer Fridays

The Company

The company are well established Digital Health company in the Health & Wellness space. They have a good runway with a growing customer base and have recently raised to expand functional teams to serve existing customers and onboard new ones. They are mission driven and have a culture of always putting the customer at the centre and on a journey to empower the next generation of virtual-first care.

Next Steps

For further details on this role, please use the Apply section. If you can specify a good time to talk, please do; we will get in touch when it suits you best. You will then be contacted by one of our specialist consultants, who will provide you with further details about the role.

For every placement we make, Menlo Park plants two trees – one on your behalf and the other on the Client’s behalf. In planting two trees we offset 0.6 tonnes of CO2, the equivalent of driving 1,466 miles in a standard car – we want to contribute to help save the planet!

US$130000 - US$150000 per annum + Equity + bonus + medical

New York

Equity + bonus + medical