Director, Customer Support
Komodo Health’s mission is to reduce the global burden of disease by turning data into actionable insights. The company built the Healthcare Map, the industry’s most comprehensive view of the U.S. healthcare system, and uses it to help clients track patient behaviors, identify gaps in care, and address unmet needs.
About the role
The Director, Customer Support leads Komodo Health’s front‑line support organization, serving as the first point of contact for any technical or data issue customers encounter. This is a hands‑on leadership position that combines strategic vision, operational excellence, and a deep commitment to customer success.
Responsibilities
- Operational Excellence: Analyze root causes of unresolved issues, build plans to raise containment, establish and track KPIs (resolution rate, containment rate, response times), and continuously improve triage, escalation, and closure processes.
- Customer & Data Advocacy: Serve as the front door for technical and data‑related customer issues, including delivery gaps, data trends, and product bugs; escalate issues to engineering and product with sufficient context.
- Team Management: Directly manage a team of support individual contributors, coach day‑to‑day activities, build domain fluency in claims and healthcare data, and oversee resourcing—including offshore team members where applicable.
- Cross‑functional Collaboration: Partner with analytics, engineering, and product leads to fix triage and escalation gaps; represent support in discussions about product and data quality that affect customers.
- Implement AI‑enabled intake and triage processes across the team and evaluate AI‑driven workflows as core components of the support model.
Requirements
- 8+ years in customer support or technical support, with at least 4 years managing a team of 5‑10 people.
- Background spanning engineering, business analysis, or solutions architecture in a customer‑success context.
- Experience with claims data or working with life‑sciences/healthcare customers.
- Proven track record of improving issue containment and building cross‑functional escalation processes.
- Strong business judgment—able to translate customer pain points into concrete action plans.
- Familiarity with support systems such as Jira Service Management, Salesforce Service Cloud, etc.
- Experience managing offshore or distributed team members globally.
- Comfort using AI tools (e.g., Claude, Zendesk) to triage issues, surface patterns, and accelerate root‑cause analysis.
Pay
San Francisco Bay Area & New York City: $167,000 – $197,000 USD per year.
All other U.S. locations: $145,000 – $175,000 USD per year.
Eligibility for performance‑based bonuses, equity awards, and additional compensation as determined by the company.
Benefits
- Comprehensive health, dental, and vision insurance
- Flexible time off and holidays
- 401(k) with company match
- Disability and life insurance
- Leaves of absence in accordance with applicable laws and company policy
Location & Schedule
Komodo Health operates a hybrid work model with hubs in San Francisco, New York City, and Chicago. Roles may be remote, region‑specific, or hub‑based, with clear expectations set before joining. Hub‑based employees follow an intentional in‑office rhythm alongside flexible remote work.