Director of Customer Support, Wheel
$126-179.3k
+ Equity + Bonus
More information about location
Virtual care platform
Open for applications
Virtual care platform
201-500 employees
Open for applications
$126-179.3k
+ Equity + Bonus
More information about location
201-500 employees
Company mission
To put great care within everyone's reach.
Role
Who you are
- 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 such as resolution time, response time, and NPS/CSAT
- Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools (e.g., conversational AI, automated ticket routing, agent-assist platforms)
- Excellent communication and interpersonal skills
- Strong data analysis skills, with the ability to derive insights from data and use them to drive actionable plans
- 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 to drive innovation and growth
- Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role
What the job involves
- 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 — including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (eg, resolution time, first-response time, contact deflection), and support the growth of our platform
- 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, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots, in order to reduce resolution time and improve first-contact resolution
- Own Patient NPS as a core success metric — identify friction points in the patient support journey and design AI-enabled and process interventions to systematically improve satisfaction and loyalty
- Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors and in-house solutions for customer support, ensuring compliance with HIPAA and Wheel's data-privacy and security standards
- Build a measurement framework connecting AI/automation initiatives to concrete support KPIs (resolution time, response time, ticket volume per agent, deflection rate, CSAT/NPS) and report on ROI to the executive team
- Champion change management and training programs to help the support team adopt new AI tools effectively, balancing automation with the human judgment needed for sensitive patient interactions
- 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, including AI/automation-driven improvements
- Collaborate with other departments, including Network Operations, Clinical, Product Development and Customer Success, to ensure a seamless and unified customer experience
Our take
In an age where digitisation is transforming the way we interact with healthcare providers, Wheel brings together tech infrastructure and clinicians to power virtual care and telehealth. The company is focused on improving patient access to care and simultaneously addressing an urgent need for clinician empowerment.
The company has created a telemedicine platform that allows companies to provide services to patients under their own brand, with Wheel handling all the back-end technology and providing an easy-to-use interface for healthcare providers to treat people.
With Wheel, not only can prospective patients be connected to the best healthcare provider for their specific needs, but the improvements to efficiency for practitioners contribute to tackling the epidemic of clinician burnout. Past funding has allowed the company to broaden its services and improve its integrations, as it pursues the ultimate goal of better health outcomes for all.
Steph
Company Specialist at Welcome to the Jungle
Insights
103% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2022
$150m
SERIES C
May 2021
$50m
SERIES B
Total funding: $217.6m
Company benefits
- Medical, vision, and dental insurance
- Flexible PTO policy
- $5250 personal growth stipend
- $500 home office stipend
- Flexible WFH policy
- Paid parental leave
Company HQ
Civic District, Austin, TX
Leadership
Michelle Davey
(Co-Founder & CEO)They started their career as an Associate at Medtronic, before roles at International Biomedical and Google. They served as Manager of Favor Delivery and Head of Global Talent at Medici prior to founding RecruitHere in 2016 and Wheel in December of the following year.
Griffin Mulcahey
(Co-Founder)Having spent a year at the Department of Health and Human Services, they worked as an Epstein Becker & Green Associate for over 3 years. They left their role as VP of Strategy at Medici in December 2016 to co-found Wheel in December 2017.
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