Director, Product Support

Vision and Strategy:

• Define what best-in-class product support looks like, including scaling service levels with customers.
• Build a phased roadmap that balances long-term transformation with near-term service quality.

Team Leadership:

• Lead, develop, and retain a high-performing support team including internal staff and outsourced partners.
• Hire and grow team members who build a resilient, customer-first culture ready for today and tomorrow.

Operational Excellence:

• Architect the path to AI-augmented support by assessing current workflows and tooling.
• Own key metrics like CSAT, resolution time, and FRT, partnering with Product, Engineering, and Clinical Success to address root causes.