Director of Customer Support

Join HeartFlow, a revolutionary SaaS technology company in the healthcare industry. As the Director of Customer Support, you will lead a team to deliver world-class support to physicians and hospital staff using our non-invasive medical technology. You will be responsible for overall customer support processes, coordinating cross-functional efforts, and ensuring an outstanding end-to-end customer experience. Additionally, you will define strategies to scale customer support efficiently, develop training and tools to improve customer satisfaction, and provide input to customer-facing product update plans.

• Lead a team to deliver world-class support to Heartflow’s customers, ensuring an outstanding end-to-end customer experience.
• Define strategies to scale customer support efficiently with commercial growth, and develop and maintain training, tools, and processes to improve customer satisfaction.
• Collaborate with other team members to ensure technology, tools, and business systems are optimized for servicing customers, and take a data-driven approach to monitoring and improving customer satisfaction.

• Ability to organize and analyze data and trends, including tracking of quality records and summarizing data for quality reviews
• Understanding of regulations for compliance (e.g. 21 CFR 820.198, 21 CFR 803, 21 CFR 806, ISO13485, HIPAA, GDPR, etc.)
• Responsible, accountable, and able to organize multiple projects, including cross-functional efforts
• Effective project and personnel management with ability to help employees develop technical and professional skills
• Positive personality and comfortable in front of customers and collaborating with other Heartflow teams
• Practical problem-solving approach with ability to lead by example
• Excellent verbal and written communication skills
• Familiar with CRM, ticketing systems, SaaS tools, and Excel or other data analysis tools
• BS or BA degree or equivalent in related experience. Medical or technical training preferred
• 8+ years of management experience
• Healthcare IT - Working knowledge of PACS, DICOM, HIPAA requirements and PHI protections
• Understanding of coronary physiology
• Knowledge of imaging and CT scanner technology