Director, Technical Customer Care (SaaS)

TL;DR

Director, Technical Customer Care (SaaS): Leading the Tier 1 Technical Customer Care organization in Bloomington, MN with an accent on operational excellence, high-volume multi-channel support, and cross-functional strategy. Focus on building and optimizing AI-enabled service workflows, managing complex escalation frameworks, and driving performance metrics within a healthcare technology environment.

Location: Must be based in or able to commute to Bloomington, MN

Salary: $150,000 – $160,000

Company

HHAeXchange is a leading technology platform providing comprehensive end-to-end solutions for home and community-based care to improve outcomes for patients and providers.

What you will do

• Oversee and lead the Tier 1 Technical Customer Care organization, driving daily operations and long-term strategy.
• Develop and execute support strategies using KPIs, QA practices, and consistent documentation to ensure operational excellence.
• Operationalize AI-enabled service tools and workflows to enhance efficiency and customer experience.
• Manage performance outcomes, including queue health, backlog management, and resolution standards across teams.
• Partner with Product, Engineering, and Sales departments to align operational needs with broader business goals.
• Serve as the executive escalation point for high-visibility client issues and provide leadership coaching.

Requirements

• 10+ years of leadership experience in high-volume contact centers or technical support environments, preferably in healthcare technology.
• Minimum 5 years of management experience supporting complex software products in a SaaS environment.
• Extensive experience leading multi-channel call center operations including phone, ticket, and chat workflows.
• Understanding of AI-enabled call center technologies and their application in improving support efficiency.
• Proficiency with Salesforce Service Cloud, Jira, and remote troubleshooting tools in Windows environments.
• Must be available for an onsite role in Bloomington, MN with the ability to travel 10-25%.

Culture & Benefits

• Competitive base salary plus variable compensation eligibility.
• Comprehensive health plans and company-sponsored insurance programs.
• 401(k) retirement program with company-elected match.
• Generous paid time-off and company-paid holidays.
• Environment focused on professional development and career growth in the healthcare tech sector.