HHiring Reality
← Elation Health

Senior Director / Vice President, Customer Support

Elation Health
Location
Canada - Remote
Posted
23 days ago
Department
Customer Support
Salary
$190,000-270,000
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 teams and culture
  • Experience building or redesigning support career ladders and leveling frameworks
  • Technically credible with an ability to assess technical problem-solving quality
  • Systems thinker with experience optimizing support processes
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, focusing on operational excellence and service delivery. This role involves building a technically-oriented support team, optimizing case resolution processes, and collaborating with Product and Engineering to influence product improvements based on support insights. The position requires a strategic mindset to enhance customer service as a core component of product excellence in a healthcare technology environment.

Benefits
  • Salary range: $190,000-270,000 CAD
Things to weigh
  • Role involves building a new generation of support professionals, which may require significant change management skills
  • Focus on technical support may limit exposure to traditional customer service practices
  • High expectations for performance metrics and operational excellence could lead to a demanding work environment
Job score3.8/5
Benefits1/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency5/5

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