[Hiring] Director, Customer Support @Wheel

Role Description

As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty. You will be responsible for developing and implementing strategies to modernize customer support operations.

• Lead and inspire a high-performing customer support team.
• Foster a positive and collaborative team culture focused on delivering exceptional service.
• Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce.
• Develop and execute a customer support strategy aligned with company goals.
• Continuously assess and improve customer support processes to enhance efficiency and effectiveness.
• Implement industry best practices to ensure the highest standards of service delivery.
• Lead the transformation of Wheel's customer support function through AI-powered tools and automation.
• Own Patient NPS as a core success metric — identify friction points in the patient support journey.
• Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors.
• Build a measurement framework connecting AI/automation initiatives to concrete support KPIs.
• Champion change management and training programs to help the support team adopt new AI tools effectively.
• Gather customer feedback and insights to inform product development and enhance user experience.
• Define and monitor key performance indicators (KPIs) for the customer support team.
• Analyze customer support data to identify trends and areas for improvement.
• Provide regular reports and updates to the executive team on customer support performance.
• Collaborate with other departments to ensure a seamless and unified customer experience.

Qualifications

• 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations.
• 5+ years of experience leading and managing high-performing customer support teams.
• 5+ years experience using customer service and customer experience (CX) software (e.g. Zendesk).
• Established track record of using data and technology (including AI/automation) to measurably improve support KPIs.
• Strong understanding of customer support processes and technologies.
• Excellent communication and interpersonal skills.
• Strong data analysis skills, with the ability to derive insights from data.
• Demonstrated ability to drive continuous improvement and implement best practices.
• Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications.

Benefits

• Pay Range: $126,000- $179,300 plus bonus & equity.
• Medical, Dental and Vision.
• Ancillary: Life, Short and Long Term Disability.
• 401K match.
• Flexible PTO.
• Parental Leave.
• Stock options.
• Additional programs and perks.

Company Description

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale.