Senior Director / Vice President, Customer Support

Job Description

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

We're looking for a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case, driving both immediate service quality and long-term case prevention through product roadmap influence.

You'll build and scale a new generation of technically-oriented support professionals, create career paths that retain top talent, and establish the operational rigor that scales with our growth. As a key partner to Product and Engineering leadership, you'll translate support insights into product improvements that prevent issues at the source.

If you see customer service as a product to be engineered, love building high-performing organizations, and want to shape how a healthcare technology company serves its customers, this role is for you.

What You'll Do

Drive Operational Excellence & Service Delivery

• 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

Build & Scale the Organization

• Redefine the support hiring profile toward a materially more technical standard: professionals who resolve complex issues, reason about underlying systems, discern AI quality, and actively improve support operations for team-wide leverage
• Build a credible in-function career ladder with clear levels, competitive compensation, and senior technical leadership roles that create real growth paths
• Manage and develop Support Managers, instilling a high-performance culture with clear accountability, coaching rigor, and team development
• Own training, enablement, and onboarding infrastructure that brings new hires to technical proficiency rapidly
• Scale the team strategically while improving operational leverage—absorbing growth without proportional cost increases

Partner Cross-Functionally & Influence Product Direction

• Own the case-to-roadmap feedback loop: translate support data into prioritized, evidence-backed recommendations that prevent future cases at the source
• Partner closely with Product Leadership on roadmap prioritization decisions that materially impact case volume—acting as a strategic partner in product direction
• Ensure customer feedback via support plays a critical role in the product development lifecycle
• Collaborate with Customer Operations leadership to ensure holistic service standards across onboarding, customer success, and support

Engineer Systems for Scale

• Treat support as a tunable system: continuously analyze the full case journey and engineer improvements to throughput, quality, efficiency, and customer satisfaction
• Own workforce planning, capacity modeling, tooling investments, and the long-term operating model as case volume and product complexity scale
• Build data infrastructure and dashboards that make support performance visible and actionable for stakeholders

What Success Looks Like

Short Term (First Year)

• SLA performance consistently meets or exceeds targets
• Case volume per active provider trending down through product-driven prevention
• New technical support profile defined, hired, and successfully embedded in Product Development teams
• In-function career ladder designed, communicated, and first promotions executed
• Case-to-roadmap feedback loop established with measurable impact on Product backlog prioritization

Long Term

• Support scales with greater operating leverage while maintaining or improving service quality
• Top performers advancing through the career ladder; retention of high performers at 90%+
• AI-assisted case resolution quality at 95%+ accuracy with strong human oversight
• Support recognized internally as a strategic product partner and driver of product excellence

What We're Looking For

Required Experience

• 7+ years building or scaling technical support/TSE organizations
• Proven track record running functions against hard SLAs and systematically improving them—not just maintaining baseline performance
• Deep people management experience: Built strong teams, culture, and outcomes; developed high-performing teams through coaching, leadership, and accountability
• Experience building or redesigning support career ladders and leveling frameworks that retain technical talent

Technical & Strategic Capabilities

• Technically credible: You may have an engineering background but chose an operations/people-leadership path; you can speak engineer-to-engineer and assess technical problem-solving quality
• Systems thinker: You see support as an end-to-end process to optimize, not just a service desk to staff; you've built or redesigned workflows, tooling, and operational models
• Data-driven: You translate metrics into insights and insights into action; you've used case data to drive product roadmap prioritization
• Proven ability to partner with Product and Engineering leadership as a peer—you've influenced roadmaps, secured resources, and navigated matrix structures
• Lean Six Sigma or Process Engineering experience is a plus

Leadership & Culture

• Customer Service as a Product mentality: You design for plans that anticipate problems before customers encounter them, treating support cases as trust-building moments rather than liabilities to manage
• Builder mentality: You've started functions from scratch or led major transformations; you're energized by ambiguity and building the playbook
• High standards with high empathy: You hold teams accountable to excellence while investing in their development and growth. You genuinely care about your people
• Cross-functional influence: You've driven outcomes through partnership and evidence when you don't control all the levers

Salary range: $180,000-250,000 USD / 190,000-270,000 CAD

Elation welcomes individuals from all backgrounds and walks of life.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.