Director of Customer Support, Elation Health
$140-160k
+ Variable compensation
Patient scheduling software
Posted today
Patient scheduling software
201-500 employees
Posted today
$140-160k
+ Variable compensation
201-500 employees
Company mission
To empower physician groups and primary care doctors to deliver phenomenal patient care.
Role
Who you are
- We need a thought leader with deep experience in the Support arena that has recently learned and applied AI to enhance Support performance
- Views the Support function as a differentiator in the market segment
- Passionate about people management, development, and mentorship with previous experience leading managers in a tiered support organization across multiple locations
- A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
- Provides direction to managers in various areas, groups, and/or operations
- Self-motivated, detail-attentive, and have a desire for continuous learning
- Someone with a high EQ and soft skills, with exceptional written and oral communication
- Able to think creatively about a wide variety of challenges
- Current or recent experience (within the last 2-3 years) working in a Support Leadership or adjacent function within a complex SaaS technology environment
- Be a natural-born educator. Knowledge is power, and we’re all about empowerment
- Strong Customer Service skills. Effective communication also requires effective listening, so be ready to lend a sympathetic ear and offer reassurance when needed
- 10+ years of previous customer support experience in the software/tech industry
- Bachelor’s degree in business, or a related field—or equivalent years of experience
What the job involves
- We’re looking for a Director, Customer Support to lead our Support managers and cultivate a best-in-class Support team at Elation Health, while continuing to build out the function and its capabilities
- This leader will partner across teams to establish processes and programs that create value for all stakeholders
- Create and maintain an operational philosophy that drives a relentless focus on an efficient and AI- optimized human interaction with bar-raising quality, efficiency and cost
- Use AI to drive operational and strategic improvements for our customer and team experience. Ideally, candidates will have examples of experiences in which they’ve done this within a Support function or related team
- Provide leadership and coaching to develop and mentor our Support Managers and their teams
- Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team – with a resolute focus on customer experience
- Align with the COO and SVP of Customer Operations on department strategy and operating plan for the Support organization as we continue to scale our team
- Liaise with other leadership, as well as cross-functional leadership to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation
- Work with COO, SVP, People Ops, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly
- Assist with incident response when necessary as an escalation point, communicating with customers and providing info to internal teams
- Continue to refine the analytics and Key Performance Indicators (KPIs) used to evaluate Support (both holistically and at the individual level) and establish team goals and priorities
- Own the support tools and systems strategy, including training and knowledge management, workforce management, customer and partner relationship management, contact routing, program management, trust and safety, and quality assurance
- Partner with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams’ efforts
Our take
Each year, inefficient clinical care contributes to more than $750B lost in the United States due to various pitfalls in the healthcare system. Elation Health is a healthcare company that has set out to change this narrative by improving the physician-patient relationship.
It takes a network approach to patient data, allowing physicians to interact and deliver better services and care. For example, the platform gives professionals in any location the ability to access records, review reports, contact patients, and send prescriptions, as well as offer virtual care in the form of video calling.
And it's proving a success, as it is used by over 25,000 clinicians that care for millions of patients. The patient scheduling software market is a very busy market, packed with others offering similar products, however, Elation had a busy 2024 and is in a prime position to stay ahead of its competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2022
$50m
SERIES D
Dec 2020
$40m
SERIES C
Total funding: $108.5m
Company benefits
- Benefits Plan: We offer medical,dental, and vision insurance, as well as Flexible Spending Accounts and life insurance
- Pay and Equity: We offer a meaningful salary and equity package to each member of our team
- Flexible Time-Off: We believe that you should be trusted and empowered to take time off when you need it
- Home Office + Tech Stipend: We offer a home office stipend to help make work from home life a bit easier
Company HQ
Alamo Square, San Francisco, CA
Leadership
Kyna Fong
(Co-Founder & CEO)Currently a Member of YPO and an Officer Manager at Dennis Y. UFong. They began their career at UBS and JP Morgan and were an Assistant Professor of Economics at Stanford.
Conan Fong
(Co-Founder & CXO)Studied at McGill and Johns Hopkins. Previously a Consultant at the Courtyard Group.
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