Director of Customer Support

Join Wheel, a leading virtual care delivery platform, as the Director of Customer Support. In this role, you will be responsible for developing and implementing strategies to modernize customer support operations, leading a high-performing team, and driving patient satisfaction and loyalty. You will also have the opportunity to champion the transformation of customer support through AI-powered tools and automation.

• Develop and implement strategies to modernize customer support operations, including the adoption of AI-powered tools and workflows.
• Lead and inspire a high-performing customer support team, fostering a positive and collaborative team culture focused on delivering exceptional service.
• Continuously assess and improve customer support processes to enhance efficiency and effectiveness, implementing industry best practices to ensure the highest standards of service delivery.

• 5+ years of experience leading and managing high-performing customer support teams
• Excellent communication and interpersonal skills
• 5+ years experience using customer service and customer experience (CX) software (e.g. Zendesk)
• 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations
• Demonstrated ability to drive continuous improvement and implement best practices
• Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools (e.g., conversational AI, automated ticket routing, agent-assist platforms)
• Established track record of using data and technology (including AI/automation) to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT
• Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications to drive innovation and growth
• Strong data analysis skills, with the ability to derive insights from data and use them to drive actionable plans
• Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role