Director, Customer Support (AI)

Location: United States; remote and hybrid setups vary by role, with hubs in San Francisco, New York City, and Chicago.

Annual base pay: $145,000–$175,000 for other US locations or $167,000–$197,000 for the San Francisco Bay Area and New York City. The role may also include performance-based bonuses, equity, and benefits.

Company

hirify.global develops healthcare intelligence software using de-identified real-world patient data, algorithms, and the Healthcare Map.

What you will do

• Lead the front-line customer support organization for technical and healthcare data issues.
• Analyze unresolved issues, improve containment, and track resolution, containment, and response-time KPIs.
• Build transparent triage, escalation, and issue-closure processes with clear ownership and timing.
• Manage, coach, and train support professionals, including distributed and offshore team members.
• Partner with analytics, engineering, and product to resolve recurring issues, product bugs, data trends, and delivery gaps.
• Implement AI-enabled intake, triage, pattern detection, and root-cause analysis workflows.

Requirements

• 8+ years of customer support or technical support experience.
• 4+ years managing a team of at least 5–10 people.
• Background in engineering, business analysis, or solutions architecture in addition to customer success experience.
• Experience with claims data or life sciences and healthcare customers.
• Demonstrated success improving issue containment and building cross-functional escalation processes.
• Experience with customer operational support systems such as Jira Service Management or Salesforce Service Cloud, and with globally distributed teams.

Culture & Benefits

• Hybrid work model with flexibility depending on the role and clear expectations before joining.
• Flexible time off and holidays.
• Health, dental, and vision insurance.
• 401(k) with company match, disability insurance, life insurance, and applicable leaves of absence.
• AI is integrated into daily work and the core support operating model.