HHiring Reality
← Elation Health

Senior Director / Vice President, Customer Support

Elation Health
Location
Remote
Posted
23 days ago
Department
Customer Support
Salary
$180,000-250,000
What they actually want (must-haves)
  • 7+ years building or scaling technical support/TSE organizations or 5+ years in consumer product services at software or SaaS companies
  • Proven track record running functions against hard SLAs and systematically improving them
  • Deep people management experience with strong team-building and culture development
  • Experience building or redesigning support career ladders and leveling frameworks
  • Technically credible with the ability to assess technical problem-solving quality
  • Systems thinker with experience optimizing workflows and operational models
Nice to have
  • Lean Six Sigma or Process Engineering experience
What the job really is

The Senior Director / VP of Customer Support will lead the customer support organization at Elation, focusing on enhancing service quality and operational excellence. This role involves building a technically-oriented support team, establishing effective systems for case resolution, and collaborating with Product and Engineering to influence product improvements based on customer insights. The position emphasizes a strategic approach to customer service as a key driver of product excellence.

Benefits
  • Salary range: $180,000-250,000
Things to weigh
  • The role requires a strong technical background and experience in building support teams, which may be challenging for candidates without such experience.
  • The emphasis on AI-assisted case resolution suggests a focus on technology that may require ongoing adaptation to new tools and processes.
Job score3.8/5
Benefits1/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency5/5

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