Director, Customer Support

Komodo Health

8d • $145,000 - $197,000 • Hybrid

About The Position

The Director, Customer Support will lead Komodo Health's front-line support organization, the first stop for any technical or data issue our customers encounter. This is a hands-on role: you'll manage a team of support professionals while ensuring continuous improvement of the customer experience. The ideal leader will bring a combination of strategic vision, operational excellence, and a deep commitment to customer success.

Requirements

• 8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people at least
• Background spanning engineering, business analysis, or solutions architecture over customer success
• Experience with claims data or working with life sciences/healthcare customers
• Track record of improving issue containment and building escalation processes cross-functionally
• Strong business judgment: able to turn customer pain points into concrete action plans
• Familiarity with customer operational support systems; examples include Jira Service Management, Salesforce Service Cloud, etc.
• Experience managing offshore or distributed team members globally

Responsibilities

• Analyze the root causes behind unresolved issues and build a concrete plan to raise containment
• Establish and track KPIs including resolution rate, containment rate, and response times
• Continuously improve how issues are triaged, escalated, and closed out
• Serve as the front door for customer issues, technical and data-related, including delivery gaps from the SA team, data trends, and product bugs
• Escalate the right issues to engineering and product with enough context to move fast
• Manage a team of support ICs directly, coaching and training day-to-day
• Build the skills and judgment needed to handle claims data and healthcare customer issues independently
• Manage resourcing, including offshore team members where applicable
• Work with analytics, engineering, and product leads to fix triage and escalation gaps
• Represent support in conversations about product and data quality issues that affect customers
• Use AI tools (Claude, Zendesk, etc.) to triage incoming issues, surface patterns, and speed up root-cause analysis
• Builds and evaluates AI-enabled intake and support workflows as part of the core operating model, not as a side project

Benefits

• comprehensive health, dental, and vision insurance
• flexible time off and holidays
• 401(k) with company match
• disability insurance and life insurance
• leaves of absence in accordance with applicable state and local laws and regulations and company policy

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed