Director, Customer Support

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