Director of Customer Support (Medtech)

TL;DR

Director of Customer Support (Medtech): Leading the member and provider support experience for a US healthcare platform with an accent on scaling multi-channel operations and AI integration. Focus on optimizing SLAs, driving customer satisfaction (CSAT), and building high-performance support teams.

Location: Remote (Must be US-based)

Salary: $133,450 - $157,000 per year

Company

hirify.global is a health plan solution built for small and midsize businesses, integrated with primary care services to make healthcare easy.

What you will do

• Develop a strategic business plan for member and provider experiences that anticipates growth and technological shifts.
• Scale multi-channel ticket handling (chat, voice, email) while meeting cost-to-serve targets.
• Lead the strategy for integrating AI-driven support tools to automate workflows and enhance self-service.
• Manage and mentor a team of Customer Support Managers, Member Advocates, and WFM Analysts.
• Unlock support interaction data to provide actionable insights for Product, Sales, and Operations teams.
• Oversee escalation processes and collaborate cross-functionally to address root causes of issues.

Requirements

• 6+ years of relevant experience, ideally in fast-growth health, wellness, or benefits environments.
• Deep technical expertise in Zendesk and its suite of tools.
• Proven ability to leverage AI/LLM tools to scale support operations.
• Exceptional analytical rigor to identify trends and take decisive action based on daily/weekly metrics.
• Strong track record in people management, recruiting, and cross-functional collaboration.
• Must be based in the United States.

Culture & Benefits

• Fully distributed remote environment with no return-to-office mandates.
• 100% company-paid medical, dental, and vision insurance.
• 401(k) with company match, plus FSA and HSA plans.
• Flexible vacation policy and a paid one-month sabbatical after 5 years.
• Competitive stock options and transparent compensation programs.
• Stipends for home office setup and an ongoing learning budget.