Head of Support

Vitalize•San Francisco, CA

2d•Onsite

About The Position

At Vitalize, support isn't table stakes, it's a core differentiator. We sell large enterprise contracts to health systems where thousands of nurses, managers, and executives depend on our platform for critical daily operations. The quality of our support directly impacts whether hospitals trust us with their most important workflows. We're hiring a Head of Support to own this function — building the systems, processes, and team that ensure support scales with customer growth without scaling headcount at the same rate. This is a player-coach role: 70% leading and building, 30% hands-on execution on complex and escalated tickets. You'll turn reactive ticket-handling into a proactive, data-driven support operation — and build the foundation for how Vitalize supports hundreds of hospitals, not just a handful. You'll work closely with Customer Success, Product, and Engineering, translating what customers experience into structured, actionable insights that shape the roadmap and drive real outcomes. This is a priority hire. We're moving fast.

Requirements

3–8+ years of experience, with at least 2 years in a support or CX leadership role
Early-stage operating experience at a tech startup (Seed → Series C) — you understand the pace, ambiguity, and scrappiness required
Has managed or led a team through a period of growth or change
Systems thinker with an automation bias
Strong customer communicator — comfortable running trainings + office hours with non-tech savvy end-users
High-agency executor who acts without waiting for instruction, owns outcomes end-to-end, and closes loops relentlessly
Product-minded — you've influenced product decisions based on support data. You treat support and product as deeply connected, not separate domains

Nice To Haves

Ops experience at a high-growth SaaS company (saw multiple funding rounds / part of the growth journey)
Experience supporting complex enterprise products with non-technical end users (healthcare, education, government)
Healthcare or health system experience

Responsibilities

Own support KPIs end-to-end: time to first response, resolution time, customer satisfaction, ticket deflection
Design and implement scalable workflows, playbooks, and internal documentation that reduce manual work and improve consistency
Identify repetitive support patterns and eliminate them through tooling, automation, or better product — treat internal ops as a product to continuously improve
Build real-time visibility into support health: dashboards for ticket volume, resolution time, recurring issues, and customer health signals
Manage team of 3 support engineers, with plans to scale the function over time
Establish team rituals (standups, ticket reviews, escalation protocols) that drive accountability and quality
Coach team members to handle increasingly complex issues independently
Be willing to jump into the queue yourself when the situation calls for it
Synthesize support interactions into structured, actionable feedback for the product team — not just passing along tickets, but identifying systemic patterns and driving fixes
Build the feedback loop between support, success, and product that doesn't exist today
Own incident response end-to-end: triage, communication, resolution, and post-mortem
Run customer-facing enablement: office hours, trainings, and proactive communication that reduces ticket volume at the source
Work closely with Customer Success to ensure the success team can focus on strategic, value-driving work rather than firefighting
Collaborate with Product and Engineering to inform the roadmap, and ensure customer problems are solved efficiently
Surface customer health signals that inform executive conversations and account strategy