Note: The job is a remote job and is open to candidates in USA. Wheel provides a platform that enables companies to deliver high-quality virtual care at scale. The Director, Customer Support will lead and modernize customer support operations through strategy, team development, AI-powered tools, automation, KPI measurement, and cross-functional collaboration to improve patient and customer satisfaction.
Responsibilities
- 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
Skills
- 10+ years of experience in client success or customer support roles
- 5+ years of experience leading and managing high-performing customer support teams
- 5+ years experience using customer service and customer experience (CX) software (e.g. Zendesk)
- 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
- 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)
- Excellent communication and interpersonal skills
- Strong data analysis skills, with the ability to derive insights from data and use them to drive actionable plans
- Demonstrated ability to drive continuous improvement and implement best practices
- Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications to drive innovation and growth
- Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position
- Preferably in digital health, SaaS, and/or virtual care delivery organizations
Benefits
- Bonus
- Equity
- Medical, Dental and Vision
- Ancillary: Life, Short and Long Term Disability
- 401K match
- Flexible PTO
- Parental Leave
- Stock options
- Additional programs and perks
Company Overview