Director, Customer Support

Adonis.io•New York, NY

1d•$170,000 - $200,000•Hybrid

About The Position

Adonis is adding a new Director, Client Support to our growing Customer Experience team. In this role, you will build, scale, and mature a data-driven, technically rigorous support organization that enables customers to operate confidently and effectively on the Adonis platform. This role owns the support experience end-to-end — from diagnosing customer needs and platform issues, to designing scalable technical infrastructure, to leading teams through complex incident resolution. You will transform Client Support from a reactive function into a proactive, insight-driven operational engine that improves product reliability, customer trust, and long-term scalability.

Requirements

8+ years experience in Client Support, Technical Support, or Customer Operations.
Proven ability to build and scale technical support infrastructure.
Strong technical aptitude with complex systems and integrations.
Data-driven decision maker with excellent communication skills.

Responsibilities

Diagnose Customer Needs & Systemic Issues
Develop a deep understanding of how customers use Adonis across diverse RCM workflows, integrations, and AI-driven use cases.
Diagnose customer issues holistically — distinguishing between product gaps, configuration challenges, workflow misalignment, and true technical defects.
Use customer interaction data, support trends, and incident patterns to surface root causes rather than treating symptoms.
Partner with Client Success and Implementations to anticipate support needs based on customer maturity, usage patterns, and risk signals.
Build & Scale Technical Support Infrastructure
Design and evolve scalable technical support infrastructure, including case management workflows, escalation paths, SLAs, and incident response models.
Implement tooling and processes that support reliability, observability, and auditability.
Ensure support systems evolve alongside product complexity and AI capabilities.
Data-Driven Operations
Define and track support KPIs such as response time, resolution time, backlog health, and repeat issues.
Build dashboards and reporting for real-time visibility.
•Use data to prioritize tooling, automation, and self-service investments.
Technical Issue Management
Own high-severity escalations and critical incidents.
Lead structured incident response and post-incident reviews.
Drive root-cause analysis and durable fixes.
Cross-Functional Partnership
Partner with Product and Engineering to influence roadmap priorities.
Advocate for supportability and operational readiness in product design.
Coordinate with Client Success and Implementations for clean handoffs.
Team Leadership
Hire, mentor, and develop a high-performing Client Support team.
Build training programs and clear career paths.
Foster a culture of ownership and continuous improvement.