Director of Product Support

Carefeed • Chicago, IL

5d • Hybrid

About The Position

Carefeed is looking for an experienced leader for our customer-facing technical support team. You'll be responsible for leading our team of client support specialists, shaping the processes and tools the team needs to be successful, and providing our clients with an outstanding level of service. This role is hands on, highly technical and customer-facing. Your first few weeks will be spent learning the details of Carefeed’s products, including our external system integrations, product modules, and internal logic. You will be expected to be able to solve client issues as you work to improve your team’s processes and outcomes. We believe that a critical part of great support is preventing issues from happening again (or at all). You’ll be joining our engineering organization’s leadership team, and you'll work closely with the rest of engineering to quickly identify recurring issues and emerging themes. This role is not responsible for Carefeed’s internal IT helpdesk.

Requirements

• 7+ years in technical support, support engineering, or customer-facing engineering at a B2B SaaS company, including 3+ years managing a team.
• Proven track record building or scaling a support function — you've defined the SLAs, tiering model, and escalation process, not just inherited them.
• Strong technical depth: you can read application and API logs, reason through integration failures, write SQL, and hold your own in a debugging conversation with engineers.
• Experience inside or directly alongside an engineering organization — including incident response and on-call — with hands-on use of a support platform (Intercom, Zendesk), an issue tracker (Jira), and a BI tool (Metabase or comparable).
• Demonstrated ability to turn support signal into shipped product change, plus the communication range to de-escalate a frustrated executive and write a clear post-incident summary the same afternoon.

Nice To Haves

• Experience working with software systems with large third-party data integrations.
• Experience working in senior living or healthcare generally is a plus.
• Familiarity with senior care EHRs such as PointClickCare or MatrixCare, and with integration patterns (APIs, HL7/FHIR, SFTP feeds).
• Experience with product analytics and in-app engagement tooling such as Pendo, and with deploying AI or automation to deflect ticket volume.

Responsibilities

• Lead and grow the team: Hire, coach, and develop a team of client support specialists. Raise the technical bar — troubleshooting method, log reading, reproduction steps, ticket quality — and hold the team to a consistent operational standard. Create a culture of ownership and empathy. Our users are caregivers under pressure, and our mission is to give them time back – not bog them down in support!
• Own client support and its SLAs: Define and hold the team to KPIs: first response time, time to resolution, first-contact resolution, backlog age, reopen rate, and CSAT. Own the support workflow end to end inbox workflows, routing, macros, help center content, AI-assisted resolution — and partner with Implementation and Customer Success on clean handoffs into steady-state support. Build reporting that gives company leadership a clear view of support health, defect trends, and at-risk accounts.
• Own escalations and production incidents: Own escalation and incident management end to end: triage, severity classification, customer communication, resolution, and post-incident review. Bridge support and engineering during production issues. Serve as the senior point of contact for enterprise and multi-facility customers during high-severity incidents.
• Scale self-service and internal expertise: Build and maintain the knowledge base, runbooks, and troubleshooting guides so answers scale beyond individual people. Drive deflection through self-service content, in-product guidance, and automation; push for the observability and admin tooling that lets support resolve issues without an engineering handoff.

Benefits

• Comprehensive medical, dental, and vision insurance to support your health and well-being
• 401(k) plan to help you plan for the future
• Paid vacation, sick time, and company-paid holidays to support work-life balance
• A culture that values growth and development, with opportunities to grow your career as we scale

What This Job Offers

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