Healthcare jobs
OperationsRemote
Senior Director / Vice President, Customer Support
Elation Health Remote Posted Aug 27
About the role
We're looking for a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence.
What you'll do
- Own SLA and case-resolution performance for the entire support organization, delivering on time-to-resolution, backlog reduction, and customer satisfaction targets
- Build a high-functioning system, team, and operating model that exemplifies exceptional customer service standards
- Design and audit the QA framework for AI-assisted case resolution—ensuring teams critically evaluate AI output and maintain quality over speed
- Continuously optimize case triage, routing, and escalation systems, including seamless handoff processes to Product Development
- Establish business operating procedures for all product support resolution, including monitoring, root cause analysis, and analytics
- Report performance metrics to the CPO and cross-functional leadership, making support performance transparent and actionable
What you'll need
Elation Health lists the full requirements on its posting.