Director, Customer Support

Komodo Health
United States
Workplace: RemoteFull timeUSD 145,000 - 197,000 annuallyFunction: Customer Support (Service Desk)Experience: 8+ yearsSkills: ["Leadership","Coaching","Operational excellence","Business judgment","Cross-functional collaboration"]

Lead Komodo Health’s front-line customer support organization as a hands-on director. Manage and coach a team of support professionals while driving operational excellence through improved triage, escalation, and issue containment. Serve as the front door for technical and data issues, partner cross-functionally with analytics, engineering, and product to close recurring gaps, and roll out AI-enabled intake and workflows using tools like Zendesk and Claude.

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Komodo Health
Komodo Health
1 day ago

Director, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead Komodo Health’s front-line customer support organization as a hands-on director. Manage and coach a team of support professionals while driving operational excellence through improved triage, escalation, and issue containment. Serve as the front door for technical and data issues, partner cross-functionally with analytics, engineering, and product to close recurring gaps, and roll out AI-enabled intake and workflows using tools like Zendesk and Claude.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Lead Komodo’s front-line customer support organization and manage a team of support ICs.
  • •Analyze root causes of unresolved issues and build plans to improve containment, triage, escalation, and resolution.
  • •Serve as the front door for customer issues, including technical and data-related delivery gaps and product bugs.
  • •Escalate issues to engineering and product with sufficient context to move quickly.
  • •Use AI tools to triage incoming issues, surface patterns, and build/evaluate AI-enabled intake and support workflows.

Pay and Benefits

Salary: USD 145,000 - 197,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kDisability InsuranceLife Insurance

Key Requirements

  • •8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people.
  • •Background spanning engineering, business analysis, or solutions architecture over customer success.
  • •Experience with claims data or working with life sciences/healthcare customers.
  • •Track record of improving issue containment and building cross-functional escalation processes.
  • •Familiarity with customer operational support systems such as Jira Service Management and Salesforce Service Cloud.
Experience:8+ yearsCustomer supportTechnical supportHealthcareLife sciencesClaimsData issues
Skills:LeadershipCoachingOperational excellenceBusiness judgmentCross-functional collaboration
Tech Stack:ClaudeZendeskJira Service ManagementSalesforce Service Cloud

Company Brief

Komodo Health
Provides a healthcare data platform that combines medical and administrative datasets with analytics to help life sciences companies, payers, and providers measure patient journeys, optimize research, and improve outcomes.
Industry: HealthTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: New York, United States
Founded: 2014
WebsiteLinkedIn