Director of Customer Support

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview  

The Director of Customer Support is responsible for strategy development, implementation and execution with regard to our ability to address issues from Customers, Members and our internal teams. This individual is responsible for leading the Customer Support team, so they can be knowledgeable, empowered, empathetic, and solution-focused while addressing questions, issues and/or incidents within service level agreements (SLAs) to create a high level of customer satisfaction. 

A day in the life… 

• Help define and implement a comprehensive customer support strategy aligned with the company’s goals and objectives. 

• Lead initiatives that enhance the end to end member escalation experience and improve customer and member satisfaction. 

• Identify process improvements and technology advancements to streamline member escalation interactions that both improve satisfaction and efficiency. 

• Establish measurements, dashboards, reporting, and analysis for the member escalation processes to create visibility and accountability within the organization.     

• Build tools and processes that drive visibility and accountability of cross-functional teams including executives and leaders from across the organization. 

• Design a Customer Support organizational structure that enables team members to develop, grow, and thrive. 

• Recruit, train, and mentor a high-performing Customer Care Team. 

• Foster a culture of customer and member obsession within the Customer Care team. 

• Set clear goals and performance metrics for the team and provide regular feedback and coaching to ensure objectives are met. 

• Develop and maintain strong cross-functional relationships within Accolade to meet customer and member needs. 

What we are looking for…  

• Bachelor’s degree in a technical field or equivalent experience 

• 8-10 years’ experience at a senior level management in service support, interfacing with customers. 

• 8-10 years’ experience in leading large customer support teams for large national Fortune 100 organizations 

• Excellent written and verbal communication skills, including motivation, persuasion and documentation skills. 

• Senior level experience and knowledge of global/decentralized support matrix and deployment of call/contact centers. 

• Ability to plan and prioritize business goals and objectives 

• Extensive work experience in a rapidly growing or rapidly changing environment 

• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans 

• Extensive experience developing and implementing new processes 

• Extensive knowledge and use of knowledge database systems required 

• Extensive knowledge of CRM and experience required 

• Extensive knowledge developing and implementing resource planning tools and procedures 

Benefits

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.

• HDHP medical plan with generous employer contributions towards an HSA

• 401(k) Retirement Plan with matching employer contributions

• Open Time Off

• Generous Holiday Schedule + 5 floating holidays

• 18 weeks of paid parental leave

• Subsidized commuter benefits programs

• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger

• 1 Volunteer days per year

• Employee Stock Purchase Plan (ESPP) w/ employee discount

Our people are the Heart of Accolade 

Together, we are building