Senior Director / Vice President, Customer Support

Elation Health
United States
Workplace: RemoteFull timeUSD 180,000 - 250,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Leadership","Coaching","Systems thinking","Data-driven decision making","Cross-functional influence","Customer empathy","Builder mentality"]

Own the end-to-end support system that captures, routes, resolves, and learns from every customer case—driving SLA performance, customer satisfaction, and backlog reduction. Build and scale a technically oriented support organization, including QA for AI-assisted resolution and continuous optimization of triage, routing, and escalation. Partner with Product and Engineering to turn support insights into roadmap recommendations that prevent issues at the source.

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FursaFursa
Elation Health
Elation Health
4 days ago

Senior Director / Vice President, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Own the end-to-end support system that captures, routes, resolves, and learns from every customer case—driving SLA performance, customer satisfaction, and backlog reduction. Build and scale a technically oriented support organization, including QA for AI-assisted resolution and continuous optimization of triage, routing, and escalation. Partner with Product and Engineering to turn support insights into roadmap recommendations that prevent issues at the source.
Location: United States
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, including backlog reduction and customer satisfaction targets.
  • •Build and operate the end-to-end support operating model, including QA frameworks and continuous optimization of triage, routing, and escalation.
  • •Establish business procedures for resolution, including monitoring, root cause analysis, and analytics.
  • •Manage and develop Support Managers, setting high-performance culture, coaching rigor, and team accountability.
  • •Create and scale a case-to-roadmap feedback loop with Product and Engineering to prioritize evidence-backed prevention initiatives.

Pay and Benefits

Salary: USD 180,000 - 250,000 annually

Key Requirements

  • •7+ years building or scaling technical support/TSE organizations, or 5+ years scaling consumer product services with technical depth and tiered escalation models.
  • •Proven track record running functions against hard SLAs and systematically improving performance.
  • •Deep people management experience building teams, culture, coaching, and accountability outcomes.
  • •Experience designing support career ladders/leveling frameworks to retain technical talent.
  • •Systems and data-driven leadership ability to translate case metrics into actionable insights and product roadmap influence.
Experience:5+ yearsSaaSConsumer productsTechnical supportAI-assisted supportHealthcare technology
Skills:LeadershipCoachingSystems thinkingData-driven decision makingCross-functional influenceCustomer empathyBuilder mentality
Languages:English
Tech Stack:AI-assisted case resolutionDashboards

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