Director of Customer Support (Remote)

Maximus Health, Inc.

9d • Remote

About The Position

We are seeking a Director of Customer Support to lead and scale our CS team into the next phase of growth. This leader will be responsible for patient experience, team performance, and operational efficiency. They will partner cross-functionally with Product, Operations, Clinical, and Supply Chain to improve workflows, reduce friction, and deliver best-in-class patient service. This is a critical leadership role that requires both strategic vision and operational excellence.

Requirements

• 8+ years in Customer Support with 3–5+ years leading teams at scale both onshore and offshore
• Must have: experience leading Customer Support in a DTC (direct-to-consumer) company
• Must have: experience leading Customer Support in a Teleheath company
• Proven track record scaling CS/Support orgs of 20+ reps in a high-growth company (healthcare or tech a plus).
• Strong operational and systems orientation: workforce management, QA, automation, process design.
• Excellent cross-functional collaborator with Product, Ops, Marketing, and Clinical teams.
• Data-driven and analytical; comfortable using metrics to manage performance.
• Customer-first mindset combined with business pragmatism.
• Experience with Intercom, Zendesk or similar CS platforms required.

Responsibilities

• Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads).
• Establish clear performance standards, career ladders, and coaching/development/training programs.
• Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management.
• Implement automation, macros, and tools to improve efficiency and scalability.
• Introduce QA programs, escalation frameworks, and training processes to standardize excellence.
• Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain.
• Drive feedback loops: identify top patient pain points and work with teams to resolve root causes.
• Represent CS in leadership discussions, ensuring patient experience is embedded in strategic decisions.
• Ensure a seamless, empathetic, and efficient experience across all patient touchpoints.
• Partner with Product and Finance teams to improve LTV by driving retention and engagement.
• Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume.
• Design the org structure, systems, and processes required to scale cost-effectively.
• Prepare CS reporting and insights for leadership, board, and investors.

Benefits

• Premium Blue Shield Platinum PPO & HMO Plans (up to 80% premium coverage)
• Full Suite: Medical, Dental, Vision, Life Insurance
• Best-in-class 401K options
• Flexible vacation/time-off policies
• Liquidity of options whenever available
• Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 11-50 employees