Director - Support

CertifyOS

2d

About The Position

About CertifyOS CertifyOS is building the data infrastructure that powers modern healthcare. Today, healthcare organizations rely on fragmented and outdated provider data. This creates unnecessary administrative work, regulatory risk, and higher costs across the system. We’re solving that problem. Our API-first platform automates provider licensing, enrollment, credentialing, and network monitoring by connecting directly to hundreds of primary data sources. We help healthcare organizations maintain accurate, compliant, and reliable provider networks at scale. Our vision is simple: One API. One provider ID. Frictionless provider data. We’re backed by leading investors and built by a team with deep experience in provider data systems. At CertifyOS, we value authenticity, accountability, collaboration, results, and openness to feedback. We’re building a high-ownership team focused on solving real infrastructure problems that impact millions of patients. About the Role Reporting directly to the VP of Operations , the Director of Support will be the chief architect and builder of our global support ecosystem. This is a high-impact, hands-on leadership role designed for a strategic operator who views Support not as a cost center to be managed, but as a strategic value engine to be engineered. You will be responsible for defining the multi-year vision for customer excellence while simultaneously rolling up your sleeves to build the processes, technical infrastructure, and feedback loops that allow us to scale. You won't just be managing a team; you will be designing the organizational structure and "Product Intelligence" loops that move the needle on product quality and customer lifetime value.

Requirements

• 10+ years of experience in Customer Support or Operations, with at least 4 years in a leadership role within a high-growth SaaS environment (ideally scaling from Series B to D).
• Proven Builder Track Record: You have personally built and scaled support functions from the ground up. You are as comfortable in a board-room strategy session as you are configuring complex Zendesk triggers or API integrations.
• Technical Sophistication: Deep expertise in the modern support tech stack, including advanced administration of CRM and helpdesk tools. Experience implementing AI/LLM solutions in a support context is a must.
• Analytical Mindset: You are obsessed with data. You have a proven ability to use support trends to identify business opportunities and systemic product friction.
• Experience Managing Managers: You have successfully led multi-layered teams and know how to develop leadership talent within your organization.
• Exceptional Communication: The ability to influence executive stakeholders and cross-functional peers (Product, Engineering, Sales) to align on customer-centric goals.
• High Agency: You thrive in ambiguity and are a self-starter who identifies problems and builds the solution before being asked.

Responsibilities

• Design and execute a global support roadmap that transitions the department from a reactive function to a proactive "Value Center" that drives product adoption and customer health.
• Act as the primary architect for our support tech stack (e.g., Zendesk, Salesforce, AI/LLM integrations). You will personally configure workflows, automations, and tooling to ensure the team is set up for maximum efficiency.
• Lead our automation-first strategy by building a robust self-service infrastructure and implementing AI-driven support tools to deflect low-complexity issues and empower customers to find answers instantly.
• Build formal processes to translate support data into actionable insights for the Product and Engineering teams, acting as a strategic peer to ensure support-driven feedback directly influences the product roadmap.
• Define and build the end-to-end customer journey for support. You will move beyond basic SLAs to develop sophisticated "Value Metrics" that track the impact of support on customer retention and expansion.
• Recruit, train, and lead a high-performing, global team of managers and individual contributors. You will foster a culture of technical excellence, empathy, and continuous improvement.
• Own the departmental budget and headcount modeling, ensuring we are staffed to meet global demand while maintaining a lean, high-output operation.

Benefits

• 100% coverage of health, dental, and vision insurance premiums for employees.
• Unlimited PTO, with at least two weeks off each year to recharge (US-based team).
• Health insurance, statutory leave benefits, and additional wellness (menstrual) leave for women (India-based employees).
• Pay transparency and an open culture where compensation conversations are encouraged and respected.

What This Job Offers

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