Director, Customer Support

About the role

Lead a team to deliver world‑class support to Heartflow’s customers—including physicians and hospital staff—using the company’s revolutionary SaaS technology. The role oversees customer support processes, resolves product quality and accuracy issues, coordinates cross‑functional efforts, and ensures an outstanding end‑to‑end customer experience.

Responsibilities

• Lead a team of customer support specialists to ensure excellent experience with Heartflow’s SaaS non‑invasive medical technology.
• Grow talent within the support team by identifying needed skills, upskilling members, and coaching for success.
• Define strategies to scale customer support efficiently with commercial growth.
• Develop and maintain training, tools, and processes to improve customer satisfaction, first‑contact resolution, and efficient escalation.
• Collaborate with other teams to optimize technology, tools, and business systems for servicing customers.
• Take a data‑driven approach to monitor and improve customer satisfaction, identifying signals for proactive action.
• Define, track, and deliver on KPIs and metrics.
• Provide input to customer‑facing product update plans and ensure preparation to support and train customers and field teams on new features.
• Identify and report trends across all customer feedback/complaints to give voice‑of‑customer to Product and Engineering for prioritizing improvements and defect corrections.
• Lead and define cross‑functional requirements to meet service levels, processes, escalation, and resources needed to support customers.
• Ensure all support activities comply with medical regulatory standards.

Skills

• Effective project and personnel management with ability to develop technical and professional skills in employees.
• Positive personality; comfortable interacting with customers and collaborating across Heartflow teams.
• Ability to organize and analyze data and trends, track quality records, and summarize data for quality reviews.
• Responsible, accountable, and capable of managing multiple projects, including cross‑functional efforts.
• Practical problem‑solving approach with ability to lead by example.
• Excellent verbal and written communication skills.
• Familiarity with CRM, ticketing systems, SaaS tools, and Excel or other data‑analysis tools.
• Understanding of regulations for compliance (e.g., 21 CFR 820.198, 21 CFR 803, 21 CFR 806, ISO 13485, HIPAA, GDPR, etc.).

Preferred Skills

• Healthcare IT knowledge, including PACS, DICOM, HIPAA requirements, and PHI protections.
• Knowledge of imaging and CT scanner technology.
• Understanding of coronary physiology.

Educational Requirements & Work Experience

Bachelor’s degree (BS or BA) or equivalent related experience; medical or technical training preferred. Minimum of 8 + years of management experience.

Compensation

Base salary range: $180,000 – $220,000, plus bonus and equity.