Director, Client Care

Doximity is transforming the healthcare industry. Join our mission to help every physician be more productive and provide better care for their patients. As medicine's largest network in the United States, there's an elevated level of responsibility in everything we do. We don't take that responsibility lightly and are committed to building diverse teams with an inclusive culture that can make a direct impact on the healthcare system.

One of Doximity's core values is stretching ourselves. Even if you don't check off all the boxes below we encourage you to apply. Doximity is full of exceptional people who bring their own unique experiences to work everyday and make us all better for it!

As the Amion Customer Care team leader, you will be responsible for overseeing a team of support agents, leveraging Zendesk to efficiently manage support tickets, staffing, and reporting on key performance metrics. Your exceptional leadership, technical expertise, and customer-centric approach will play a crucial role in maintaining high levels of customer satisfaction and building long-lasting relationships with our valued clients.

This role can be filled in our San Francisco headquarters OR remotely in the U.S.

 

How you’ll make an impact:

Customer Support Management:

• Lead, mentor, and motivate a team of customer support agents, setting clear performance objectives and fostering a culture of excellence and continuous improvement.
• Ensure the team provides timely and accurate responses to customer inquiries, concerns, and technical issues related to the hospital on-call scheduling product.
• Forecast customer support demands and plan staffing levels accordingly to ensure adequate coverage during peak times and minimize response delays.
• Monitor and evaluate individual and team performance, providing constructive feedback and coaching to enhance customer support skills through consistent agent 1:1s and team meetings.
• Consistently review our Help Center support articles and collaborate with our product team to ensure they stay up-to-date and accurate.

Zendesk Administration:

• Utilize Zendesk to efficiently manage and prioritize support tickets, ensuring timely resolutions and effective communication with clients.
• Optimize Zendesk workflows, automations, and macros to streamline support processes and improve response times.
• Regularly track and analyze customer support metrics and performance indicators to identify trends, areas for improvement, and opportunities for optimization.
• Prepare and present comprehensive reports to senior management, providing insights into support operations and customer satisfaction levels.

Customer Experience and Advocacy:

• Develop and implement customer support strategies that focus on delivering an exceptional customer experience, meeting or exceeding SLAs and KPIs.
• Collaborate with cross-functional teams, including product and development, to address recurring customer issues and enhance product usability.
• Act as a customer advocate within the company, ensuring customer feedback and requirements are effectively communicated to relevant teams for product enhancement and development.
• Collaborate with the client success, sales, and implementation teams to ensure a consistent client experience across teams.

What we’re looking for:

• Bachelor's degree in a related field (Healthcare Management, Computer Science, Business, etc.) or equivalent work experience. Proven experience (at least 5 years) in leading customer support teams, preferably in the healthcare software industry.
• Strong technical knowledge and familiarity with Zendesk or similar customer support ticketing systems.
• Experience in healthcare scheduling software or hospital workflows is advantageous.
• Excellent leadership and team management skills, with a track record of motivating and developing high-performing teams.
• Deep understanding of customer support best practices, SLAs, and KPIs.
• Strategic mindset with the ability to interpret data and generate actionable insights.
• Strong communication and interpersonal skills, with the ability to build positive relationships with clients and internal stakeholders.
• Proven ability to work in a fast-paced environment and handle multiple priorities simultaneously.
• Customer-centric approach with a passion for driving exceptional customer experiences.

CompensatioN

The US total compensation range for this full-time position is inclusive of salary + equity.  Our ranges are determined by role and level. The range displayed on each job posting reflects the approximate total target compensation for the position a