Director of Customer Support

• As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty
• You will be responsible for developing and implementing strategies to modernize customer support operations — including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (eg, resolution time, first-response time, contact deflection), and support the growth of our platform
• 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
• Lead the transformation of Wheel’s customer support function through AI-powered tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots, in order to reduce resolution time and improve first-contact resolution
• Own Patient NPS as a core success metric — identify friction points in the patient support journey and design AI-enabled and process interventions to systematically improve satisfaction and loyalty
• Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors and in-house solutions for customer support, ensuring compliance with HIPAA and Wheel’s data-privacy and security standards
• Build a measurement framework connecting AI/automation initiatives to concrete support KPIs (resolution time, response time, ticket volume per agent, deflection rate, CSAT/NPS) and report on ROI to the executive team
• Champion change management and training programs to help the support team adopt new AI tools effectively, balancing automation with the human judgment needed for sensitive patient interactions
• Gather customer feedback and insights to inform product development and enhance user experience
• 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, including AI/automation-driven improvements
• Collaborate with other departments, including Network Operations, Clinical, Product Development and Customer Success, to ensure a seamless and unified customer experience

Benefits

• Medical, vision, and dental insurance
• Flexible PTO policy
• $500 home office stipend
• Flexible WFH policy
• Paid parental leave
• $5250 personal growth stipend

• 5+ years of experience leading and managing high-performing customer support teams
• Excellent communication and interpersonal skills
• 5+ years experience using customer service and customer experience (CX) software (e.g. Zendesk)
• 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations
• Demonstrated ability to drive continuous improvement and implement best practices
• Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools (e.g., conversational AI, automated ticket routing, agent-assist platforms)
• Established track record of using data and technology (including AI/automation) to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT
• Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications to drive innovation and growth
• Strong data analysis skills, with the ability to derive insights from data and use them to drive actionable plans
• Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role