Director of Customer Support, Komodo Health
$145-197k
Salary dependent on location
Comprehensive patient journey data
Open for applications
Comprehensive patient journey data
501-1000 employees
Open for applications
$145-197k
Salary dependent on location
501-1000 employees
Company mission
To reduce the burden of disease.
Role
Who you are
- The ideal leader will bring a combination of strategic vision, operational excellence, and a deep commitment to customer success
- 8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people at least
- Background spanning engineering, business analysis, or solutions architecture over customer success
- Experience with claims data or working with life sciences/healthcare customers
- Track record of improving issue containment and building escalation processes cross-functionally
- Strong business judgment: able to turn customer pain points into concrete action plans
- Familiarity with customer operational support systems; examples include Jira Service Management, Salesforce Service Cloud, etc
- Experience managing offshore or distributed team members globally
What the job involves
- The Director, Customer Support will lead Komodo Health's front-line support organization, the first stop for any technical or data issue our customers encounter
- This is a hands-on role: you'll manage a team of support professionals while ensuring continuous improvement of the customer experience
- Looking back on your first 12 months at Komodo Health, you will have accomplished…
- Raised the team's independent issue resolution rate significantly
- Built a clear, transparent triage and escalation process with defined timing and ownership
- Partnered with analytics, engineering, and product to close the loop on recurring issues
- Coached the team to troubleshoot claims and healthcare data issues with real domain fluency
- Rolled out AI-enabled intake and triage processes across the team
- Defined and executed the global support strategy to meet evolving customer needs and business objectives
- Analyze the root causes behind unresolved issues and build a concrete plan to raise containment
- Establish and track KPIs including resolution rate, containment rate, and response times
- Continuously improve how issues are triaged, escalated, and closed out
- Serve as the front door for customer issues, technical and data-related, including delivery gaps from the SA team, data trends, and product bugs
- Escalate the right issues to engineering and product with enough context to move fast
- Manage a team of support ICs directly, coaching and training day-to-day
- Build the skills and judgment needed to handle claims data and healthcare customer issues independently
- Manage resourcing, including offshore team members where applicable
- Work with analytics, engineering, and product leads to fix triage and escalation gaps
- Represent support in conversations about product and data quality issues that affect customers
- Use AI tools (Claude, Zendesk, etc.) to triage incoming issues, surface patterns, and speed up root-cause analysis
- Builds and evaluates AI-enabled intake and support workflows as part of the core operating model, not as a side project
Our take
Komodo Health's "Healthcare Map" tracks the healthcare journeys of over 330 million patients. By doing so, it gives providers, pharma companies and researchers the tools to identify opportunities for care, track treatment outcomes, and uncover patterns in patient and drug behavior.
The platform was built to tackle the fragmentation of healthcare, helping organizations act on reliable, real-world intelligence instead of incomplete or siloed data. Komodo Health has also continued to enhance the value of its offering, for example by launching its healthcare-native AI engine, Marmot.
The company has also made some important partnerships, such as with Anervea.ai to bring AI directly into clinical development. Komodo Health is in a really good spot to lead the future of AI-driven healthcare intelligence, and recently evolved its leadership structure to support its leading position in the space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2022
$200m
LATE VC
Mar 2021
$220m
SERIES E
Total funding: $514m
Company HQ
Midtown Manhattan, New York, NY
Leadership
Arif Nathoo
(CEO & Co-Founder)Studied Medicine at Harvard. Former Associate Principal at McKinsey & Co for 7 years. Became a Senior Advisor for 2 years.
Web Sun
(President & Co-Founder)Previously worked in Sales and Marketing at Merck&Co. VP of Business Development at Campbell Alliance.
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