Senior Director / Vice President, Customer Support

About the role

Elation is building a delightful, world-class SaaS clinical platform that empowers physicians to deliver phenomenal care. We’re seeking a Senior Director / VP, Customer Support to transform support from a reactive service desk into a strategic engine that drives product excellence. You’ll own the end-to-end system that captures, routes, resolves, and learns from every support case—preventing issues at the source and shaping the product roadmap through data-driven insights. This role is for leaders who see customer service as a product to engineer, who love building high-performing organizations, and who want to define how a healthcare technology company serves its customers.

What You’ll Do

Drive Operational Excellence & Service Delivery

• Own SLA and case-resolution performance for the entire support organization, delivering on time-to-resolution, backlog reduction, and customer satisfaction targets.
• Build a high-functioning system, team, and operating model that exemplifies exceptional customer service standards.
• Design and audit the QA framework for AI-assisted case resolution—ensuring teams critically evaluate AI output and maintain quality over speed.
• Continuously optimize case triage, routing, and escalation systems, including seamless handoff processes to Product Development.
• Establish business operating procedures for all product support resolution, including monitoring, root cause analysis, and analytics.
• Report performance metrics to the CPO and cross-functional leadership, making support performance transparent and actionable.

Build & Scale the Organization

• Redefine the support hiring profile toward a materially more technical standard: professionals who resolve complex issues, reason about underlying systems, discern AI quality, and actively improve support operations for team-wide leverage.
• Build a credible in-function career ladder with clear levels, competitive compensation, and senior technical leadership roles that create real growth paths.
• Manage and develop Support Managers, instilling a high-performance culture with clear accountability, coaching rigor, and team development.
• Own training, enablement, and onboarding infrastructure that brings new hires to technical proficiency rapidly.
• Scale the team strategically while improving operational leverage—absorbing growth without proportional cost increases.

Partner Cross-Functionally & Influence Product Direction

• Own the case-to-roadmap feedback loop: translate support data into prioritized, evidence-backed recommendations that prevent future cases at the source.
• Partner closely with Product Leadership on roadmap prioritization decisions that materially impact case volume—acting as a strategic partner in product direction.
• Ensure customer feedback via support plays a critical role in the product development lifecycle.
• Collaborate with Customer Operations leadership to ensure holistic service standards across onboarding, customer success, and support.

Engineer Systems for Scale

• Treat support as a tunable system: continuously analyze the full case journey and engineer improvements to throughput, quality, efficiency, and customer satisfaction.
• Own workforce planning, capacity modeling, tooling investments, and the long-term operating model as case volume and product complexity scale.
• Build data infrastructure and dashboards that make support performance visible and actionable for stakeholders.

What Success Looks Like

Short Term (First Year)

• SLA performance consistently meets or exceeds targets.
• Case volume per active provider trending down through product-driven prevention.
• New technical support profile defined, hired, and successfully embedded in Product Development teams.
• In-function career ladder designed, communicated, and first promotions executed.
• Case-to-roadmap feedback loop established with measurable impact on Product backlog prioritization.

Long Term

• Support scales with greater operating leverage while maintaining or improving service quality.
• Top performers advancing through the career ladder; retention of high performers at 90%+.
• AI-assisted case resolution quality at 95%+ accuracy with strong human oversight.
• Support recognized internally as a strategic product partner and driver of product excellence.

What We’re Looking For

Required Experience

• 7+ years building or scaling technical support/TSE organizations, or 5+ years building and scaling consumer product services at software or SaaS companies with genuine tiered escalation models and technical depth.
• Proven track record running functions against hard SLAs and systematically improving them—not just maintaining baseline performance.
• Deep people management experience: built strong teams, culture, and outcomes; developed high-performing teams through coaching, leadership, and accountability.
• Experience building or redesigning support career ladders and leveling frameworks that retain technical talent.

Technical & Strategic Capabilities

• Technically credible: you may have an engineering background but chose an operations/people-leadership path; you can speak engineer-to-engineer and assess technical problem-solving quality.
• Systems thinker: you see support as an end-to-end process to optimize, not just a service desk to staff; you’ve built or redesigned workflows, tooling, and operational models.
• Data-driven: you translate metrics into insights and insights into action; you’ve used case data to drive product roadmap prioritization.
• Proven ability to partner with Product and Engineering leadership as a peer—you’ve influenced roadmaps, secured resources, and navigated matrix structures.
• Lean Six Sigma or Process Engineering experience is a plus.

Leadership & Culture

• Customer Service as a Product mentality: you design for plans that anticipate problems before customers encounter them, treating support cases as trust-building moments rather than liabilities to manage.
• Builder mentality: you’ve started functions from scratch or led major transformations; you’re energized by ambiguity and building the playbook.
• High standards with high empathy: you hold teams accountable to excellence while investing in their development and growth. You genuinely care about your people.
• Cross-functional influence: you’ve driven outcomes through partnership and evidence when you don’t control all the levers.

Pay

Salary range: $180,000–$250,000