Senior Director / Vice President, Customer Support

Elation Health
Canada
Workplace: RemoteFull timeCAD 190,000 - 270,000 annuallyFunction: Customer Support (Service Desk)Skills: ["People management","Coaching","Systems thinking","Data-driven","Cross-functional influence"]

Own end-to-end customer support operations and elevate service quality as a strategic driver of product excellence. Build and scale a technically-oriented support organization with clear career ladders, strong people leadership, and rigorous operating procedures. Design QA for AI-assisted case resolution, optimize triage/routing/escalations, and create a case-to-roadmap feedback loop that prevents issues at the source through close partnership with Product and Engineering leadership.

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Elation Health
Elation Health
1 week ago

Senior Director / Vice President, Customer Support

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 day agoStatus: Live

Job Summary

Own end-to-end customer support operations and elevate service quality as a strategic driver of product excellence. Build and scale a technically-oriented support organization with clear career ladders, strong people leadership, and rigorous operating procedures. Design QA for AI-assisted case resolution, optimize triage/routing/escalations, and create a case-to-roadmap feedback loop that prevents issues at the source through close partnership with Product and Engineering leadership.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Director level

Key Responsibilities

  • •Own SLA and case-resolution performance across the support organization, improving on-time resolution, backlog reduction, and customer satisfaction.
  • •Build and scale the support operating model and team, including hiring profile redesign, training/onboarding, and support managers’ development.
  • •Design and audit a QA framework for AI-assisted case resolution, ensuring quality with critical human oversight.
  • •Continuously optimize triage, routing, and escalation workflows, including seamless handoffs to Product Development.
  • •Run the case-to-roadmap feedback loop by translating support insights into prioritized, evidence-backed product recommendations and reporting metrics to leadership.

Pay and Benefits

Salary: CAD 190,000 - 270,000 annually

Key Requirements

  • •7+ years building or scaling technical support/TSE organizations, or 5+ years scaling consumer product services at software/SaaS companies with tiered escalation models and technical depth.
  • •Proven ability to run support against hard SLAs while systematically improving performance, including backlog reduction and customer satisfaction.
  • •Deep people management experience building strong teams, culture, coaching, and accountability.
  • •Experience building or redesigning support career ladders and leveling frameworks that retain technical talent.
  • •Technically credible systems thinking and data-driven partnering with Product and Engineering to influence roadmaps.
Experience:SaaSTechnical supportConsumer product servicesHealthcare technology
Skills:People managementCoachingSystems thinkingData-drivenCross-functional influence
Tech Stack:SaaSCloudAI

Company Brief

Elation Health
Builds electronic health record (EHR) and practice management software for primary care teams, focusing on clinician workflow, longitudinal patient records, telehealth, and care coordination to improve value-based primary care delivery.
Industry: HealthTech
Headquarters: San Francisco, United States
Founded: 2010
WebsiteLinkedIn