# Director, Customer Support

**Company**: Komodo Health
**Location**: United States
**Work arrangement**: hybrid
**Experience**: executive
**Job type**: full-time
**Salary**: San Francisco Bay Area and New York City: $167,000-$197,000 USD
All Other US Locations: $145,000-$175,000 USD
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://job-boards.greenhouse.io/komodohealth/jobs/8821921002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5aaa9e4b-1d0

## Description

At Komodo Health, our mission is to reduce the global burden of disease through smarter use of data.

As the Director, Customer Support, you will lead Komodo Health's front-line support organization, managing a team of support professionals and ensuring continuous improvement of the customer experience.

Key accomplishments in the first 12 months:

- Raise the team's independent issue resolution rate significantly

- Develop a clear triage and escalation process with defined timing and ownership

- Collaborate with analytics, engineering, and product to close the loop on recurring issues

- Coach the team to troubleshoot claims and healthcare data issues with domain fluency

- Roll out AI-enabled intake and triage processes

- Define and execute the global support strategy

Essential job duties:

### Operational Excellence

- Analyze root causes of unresolved issues and create a plan to raise containment

- Establish and track KPIs, including resolution rate, containment rate, and response times

- Improve issue triage, escalation, and closure

### Customer & Data Advocacy

- Serve as the front door for customer issues, technical and data-related

- Escalate issues to engineering and product with sufficient context

### Team Management

- Manage a team of support professionals directly, coaching and training day-to-day

- Build skills and judgment for handling claims data and healthcare customer issues independently

- Manage resourcing, including offshore team members

### Cross-functional Collaboration

- Work with analytics, engineering, and product leads to fix triage and escalation gaps

- Represent support in conversations about product and data quality issues

Requirements:

- 8+ years in customer support or technical support, including 4+ years managing a team

- Background in engineering, business analysis, or solutions architecture

- Experience with claims data or life sciences/healthcare customers

- Track record of improving issue containment and building escalation processes

- Strong business judgment and familiarity with customer operational support systems

- Experience managing offshore or distributed team members

Expectations of AI use:

- Use AI tools to triage issues, surface patterns, and speed up root-cause analysis

- Build and evaluate AI-enabled intake and support workflows

The pay range for this role is: San Francisco Bay Area and New York City: $167,000-$197,000 USD All Other US Locations: $145,000-$175,000 USD

## Skills

### Required
- customer support
- technical support
- team management
- engineering
- business analysis
- solutions architecture
- claims data
- life sciences
- healthcare
- AI tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/komodohealth/jobs/8821921002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)