Location: Remote (United States-based, with quarterly travel to Mountain View, CA) Industry: SaaS, Startup, AI, ML, Healthtec, Healthcare
Role Overview
Design and establish the global customer support function, including workflows, ticketing systems, SLAs, escalation paths, and team infrastructure.
Recruit, mentor, and lead a high-performing, technically proficient support team capable of addressing complex issues.
Develop and enforce support processes that ensure rapid response times and high-quality resolutions for healthcare AI platform users.
Collaborate cross-functionally with Engineering, Product, and Sales teams to relay customer feedback and drive continuous product improvement.
Establish key performance indicators (KPIs) to measure support effectiveness, customer satisfaction, and team performance.
Manage complex customer escalations with a focus on swift resolution and maintaining strong client relationships.
Contribute to the company's strategic vision as a core member of the leadership team, ensuring the support function aligns with overall business objectives.
What We Need You To Have
An entrepreneurial mindset with a proactive approach to building and scaling support operations from the ground up.
Exceptional stress management skills and the ability to perform under pressure in a fast-paced environment.
A strong, resilient personality with the confidence to make tough decisions and lead a team through challenges.
High intelligence and quick decision-making capabilities, demonstrating sound judgment in complex situations.
A history of overcoming significant challenges and making difficult decisions with successful outcomes.
A sense of urgency and impatience that drives rapid yet thoughtful action and results.
Fundamental excellence in customer support principles and practices, ensuring high-quality service delivery.
The ability to instill a sense of urgency and importance in interactions, both internally and with customers.
A preference for working with individuals who are highly capable and can operate with autonomy, bringing expertise and innovation to the function.
A genuine care for customers and team members, demonstrating empathy and dedication in all interactions.
Requirements
Bachelor’s degree or higher in Engineering, Computer Science, or a related technical field.
Minimum of 5 years of experience building and leading customer support functions in SaaS or AI-based companies.
Strong technical background with experience in healthcare technology or AI platforms.
Proven track record of scaling support teams and operations globally.
Excellent communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
Availability to work within the 6am to 6pm PT window to accommodate global operations.
Willingness to travel quarterly to the Mountain View, CA office.
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