Director of Customer Support

Join Komodo Health as the Director of Customer Support, where you will lead the front-line support organization and drive continuous improvement in the customer experience. In this hands-on role, you will manage a team of support professionals, establish and track key performance indicators, and collaborate with analytics, engineering, and product teams to address recurring issues. You will also implement AI-enabled processes and represent support in discussions about product and data quality issues. The ideal candidate will have 8+ years of experience in customer support or technical support, with a strong background in engineering, business analysis, or solutions architecture.

• Lead and manage the front-line support organization, ensuring continuous improvement of the customer experience.
• Develop and execute the global support strategy to meet evolving customer needs and business objectives.
• Analyze root causes behind unresolved issues and build a concrete plan to raise containment, while establishing and tracking KPIs.

• The ideal leader will bring a combination of strategic vision, operational excellence, and a deep commitment to customer success
• Strong business judgment: able to turn customer pain points into concrete action plans
• 8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people at least
• Familiarity with customer operational support systems; examples include Jira Service Management, Salesforce Service Cloud, etc
• Background spanning engineering, business analysis, or solutions architecture over customer success
• Experience managing offshore or distributed team members globally
• Experience with claims data or working with life sciences/healthcare customers
• Track record of improving issue containment and building escalation processes cross-functionally