Director of Customer Support

Director, Customer Support

Location: Remote

About the Company

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com.

About the Role

As our Director of Customer Support you will play a crucial role in ensuring that our customers receive exceptional support, contributing to their overall satisfaction and loyalty. You will be responsible for developing and implementing strategies to enhance customer service operations, drive customer satisfaction, and support the growth of our platform.

What You'll Do:

• Lead and inspire a high-performing customer support team.

• Foster a positive and collaborative team culture focused on delivering exceptional service.

• Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce.

• Develop and execute a customer support strategy aligned with company goals.

• Continuously assess and improve customer support processes to enhance efficiency and effectiveness.

• Implement industry best practices to ensure the highest standards of service delivery.

• Serve as the voice of the customer within the organization, advocating for their needs and preferences.

• Gather customer feedback and insights to inform product development and enhance user experience.

• Establish and maintain strong relationships with key customers.

• Define and monitor key performance indicators (KPIs) for the customer support team.

• Analyze customer support data to identify trends and areas for improvement.

• Provide regular reports and updates to the executive team on customer support performance.

• Collaborate with other departments, including product development and marketing, to ensure a seamless and unified customer experience.

• Work closely with other teams to understand customer needs and improve the overall customer journey.

Who You Are:

• Proven experience in a leadership role within customer support, preferably in the health tech or healthcare industry.

• Strong understanding of customer support processes and technologies.

• Excellent communication and interpersonal skills.

• Strategic thinker with the ability to translate customer insights into actionable plans.

• Demonstrated ability to drive continuous improvement and implement best practices.

• Monitor and analyze client usage data, and use insights to drive product and service improvements

• Identify and address client issues and concerns in a timely and effective manner, especially related to virtual care delivery

• Develop and deliver regular reports on client success metrics, and use data to drive continuous improvement in client success initiatives

• Stay up-to-date on industry trends and best practices in client success and virtual care delivery, and share insights with the broader team to drive innovation and growth

Additional Core Responsibilities

• 10+ years of experience in client success, account management, or client success roles, preferably in the  digital health, SaaS and/or virtual care delivery organizations 

• 5+ years of experience leading and managing high-performing client success teams

• Experience managing a P&L ideally in a marketplace organization 

• Proven track record of driving client satisfaction, retention, and growth

• Strong analytical and problem-solving skills

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders

• Ability to work in a fast-paced environment and manage multiple priorities

• Strong leadership skills with the ability to mentor,  motivate and inspire the team

• Bachelor’s degree in business, marketing, or a related field; MBA or advanced degree preferred

• Strong communication, presentation, and interpersonal skills, with the ability to build an