Overview

We are looking for a Director of Customer Support to deliver a smooth and valuable end-to-end experience for customers of our 1upHealth platform that embeds cutting edge technologies to securely connect, mesh and share petabyte-scale healthcare data of millions of people.
As Director of Customer Support you will report directly to the Chief Technology Officer and work closely with your peers in Engineering and CloudOps, as well as Customer Success and Professional Services to uphold a high standard of customer and partner support.

You will:

    • Establish and own a long-term vision for Customer Support
    • Hire, Onboard and Grow a best-in-class support team through implementation of a training program to ensure standardized processes across the team.
    • Draft, implement, and execute policies and procedures to facilitate a quality customer support/service experience
    • Develop and implement methods to record, assess and analyze customer and partner feedback
    • Analyze, interpret, and act upon customer support metrics.
    • Share actionable insights including customer feedback and support trends from quantitative and qualitative data with stakeholders including Product, Engineering, Sales and Customer Success
    • Design and optimize operating processes for the team to ensure efficient, accurate, and consistent issue management
    • Collaborate cross functionally with other departments to ensure a cohesive end-to-end customer journey
    • Develop creative solutions wherever possible to build and sustain an electronic body of knowledge for customers and partners through community building, self-paced learning, FAQ, discussion forums, etc.

We are looking for people who have:

    • Demonstrated experience leading a Customer Support team at an Enterprise Software Company
    • Exhibit an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills.
    • Experienced in creating, implementing, and adapting customer support processes/procedures.
    • Strong written and verbal communication skills with a talent for articulating customer challenges.
    • Experience working within a support platform such as Zendesk, Jira, Help Scout, Intercom, Salesforce Service Cloud, Freshdesk, Kustomer, etc.
    • Strong Technical mindset

You may also have:

    • Experience with healthcare customers and/or HL7/FHIR based products
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About 1upHealth
At 1upHealth, our mission is to unlock health data and improve industry outcomes. As leaders in FHIR® interoperability, our platform makes it easier for partners to access, integrate, aggregate, and share data across a variety of systems. 1upHealth is building a data ecosystem to promote the digital transformation of the industry and encourage insight-driven healthcare.
We are proud to announce that we have been named 2022 Best Places to Work in the Small Company and Best Paying Company categories by Built In Boston.
Benefits
100% Paid BCBS Medical and Dental Insurance for Employees
Vision Insurance
Unlimited PTO
Equity
401(k)
Home Office Stipend
Commuter Stipend
Wellness Reimbursement
Parental Leave (16 weeks for birthing parents, 6 weeks for non-birthing parents)
Company Meetings with Free Lunch