Director, Customer Support

Adonis is the leading AI Orchestration platform for healthcare payments, purpose-built for healthcare organizations seeking to transform their revenue operations. Adonis is headquartered in New York City, and raised $31 million in Series B financing in 2024. Our mission is to maximize revenue outcomes that enable healthcare providers to deliver the highest form of clinical care.

Traditional Revenue Cycle Management processes often struggle with inefficiencies, costing providers up to 15% or more of their potential revenue. Adonis addresses these challenges by leveraging advanced automation, data science, and AI to create the infrastructure that RCM teams need to detect vulnerabilities, optimize workflows, and deploy precise solutions that drive reliable and scalable financial outcomes. Whether identifying issues before they escalate, recommending tailored resolutions, or automating the deployment of those resolutions, Adonis creates a seamless, future-proofed approach to RCM.

About the Role:

Adonis is adding a new Director, Client Support to our growing Customer Experience team. In this role, you will build, scale, and mature a data-driven, technically rigorous support organization that enables customers to operate confidently and effectively on the Adonis platform.

This role owns the support experience end-to-end — from diagnosing customer needs and platform issues, to designing scalable technical infrastructure, to leading teams through complex incident resolution. You will transform Client Support from a reactive function into a proactive, insight-driven operational engine that improves product reliability, customer trust, and long-term scalability.

What You’ll Do: 

Diagnose Customer Needs & Systemic Issues

• Develop a deep understanding of how customers use Adonis across diverse RCM workflows, integrations, and AI-driven use cases.
• Diagnose customer issues holistically — distinguishing between product gaps, configuration challenges, workflow misalignment, and true technical defects.
• Use customer interaction data, support trends, and incident patterns to surface root causes rather than treating symptoms.
• Partner with Client Success and Implementations to anticipate support needs based on customer maturity, usage patterns, and risk signals.

Build & Scale Technical Support Infrastructure

• Design and evolve scalable technical support infrastructure, including case management workflows, escalation paths, SLAs, and incident response models.
• Implement tooling and processes that support reliability, observability, and auditability.
• Ensure support systems evolve alongside product complexity and AI capabilities.

Data-Driven Operations

• Define and track support KPIs such as response time, resolution time, backlog health, and repeat issues.
• Build dashboards and reporting for real-time visibility.
• •Use data to prioritize tooling, automation, and self-service investments.

Technical Issue Management

• Own high-severity escalations and critical incidents.
• Lead structured incident response and post-incident reviews.
• Drive root-cause analysis and durable fixes.

Cross-Functional Partnership

• Partner with Product and Engineering to influence roadmap priorities.
• Advocate for supportability and operational readiness in product design.
• Coordinate with Client Success and Implementations for clean handoffs.

Team Leadership

• Hire, mentor, and develop a high-performing Client Support team.
• Build training programs and clear career paths.
• Foster a culture of ownership and continuous improvement.

Who You Are: 

• 8+ years experience in Client Support, Technical Support, or Customer Operations.
• Proven ability to build and scale technical support infrastructure.
• Strong technical aptitude with complex systems and integrations.
• Data-driven decision maker with excellent communication skills.

The base salary range for this position is $170,000 to $200,000. Base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base salary, we also offer competitive equity and benefits packages.

Perks at Adonis 

• Competitive Equity Packages 
• Employer paid medical insurance 
• Employer paid dental insurance 
• Employer paid vision insurance 
• Employer funded HSA 
• Parental Leave 
• Commuter Benefits 
• Office Lunches Everyday 
• Office Snacks 
• Generous PTO
• Located in 3 World Trade Center with easy access to all trains and the path, and amazing views of the city 

At Adoni