Senior Director, Customer Support

Mosai • Jacksonville, FL

12d • Hybrid

About The Position

The Senior Director of Customer & Application Support leads a lean, high-impact function ensuring clinicians, care teams, and health system partners receive fast, reliable, expert support when using Mosai’s AI-driven clinical platform. The role supports adoption, trust, and measurable clinical outcomes by helping ensure products, data, and workflows perform effectively in real-world care environments.

The position has primary ownership of Application Support and serves as a Tier 2 escalation leader for Customer Support, partnering with Customer Experience leadership to deliver a seamless client experience. It also acts as a technical liaison for client integrations, ensuring clinical data is accurately captured, loaded, and validated across systems.

The role may be based in a hybrid arrangement in Jacksonville, Florida, or Nashville, Tennessee, or may be fully remote. The work involves computer and office equipment; the in-office environment has typical office noise and frequent interruptions. The employee frequently stands or sits, talks and hears, and performs repetitive keying or hand motions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• 8 or more years of experience in customer, technical, or application support in a SaaS or healthcare technology environment.
• 3 or more years of experience leading support or service teams.
• Experience supporting complex, data-driven or AI-enabled software products.
• Strong understanding of clinical and healthcare workflows.
• Experience working with data integrations, ETL processes, or clinical data pipelines.
• Proven ability to work closely with Product and Engineering to resolve issues and improve the platform.
• Excellent communication, prioritization, and escalation management skills with enterprise or clinical customers.

Responsibilities

• Provide Tier 2 leadership and escalation support for client and clinician issues, partnering with Customer Experience leadership on overall client ownership.
• Own end-to-end Application Support, including product, data, and workflow issues across enterprise customers.
• Lead a small, highly technical support team handling application, data, and integration-related issues.
• Serve as the technical liaison for client integrations, coordinating the capture, loading, and validation of client clinical data into Mosai’s systems.
• Partner with Product, Data Science, and Engineering to triage issues, identify root causes, and drive platform improvements.
• Act as the escalation point for high-impact application, data, or clinical workflow issues.
• Establish lightweight processes, tooling, and metrics to ensure fast, reliable, and scalable application support.
• Capture and translate client and internal feedback into actionable product and roadmap insights.
• Perform other duties as assigned.

What This Job Offers

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