Senior Director / Vice President of Customer Support, Elation Health
$180-250k
Canada: 190,000-270,000 CAD
Expert level
Remote from Canada, US
Patient scheduling software
Open for applications
Patient scheduling software
201-500 employees
HealthcareB2BEnterprise
Open for applications
$180-250k
Canada: 190,000-270,000 CAD
Expert level
Remote from Canada, US
201-500 employees
HealthcareB2BEnterprise
Company mission
To empower physician groups and primary care doctors to deliver phenomenal patient care.
Role
Who you are
- 7+ years building or scaling technical support/TSE organizations, or 5+ years building and scaling consumer product services at software or SaaS companies with genuine tiered escalation models and technical depth
- Proven track record running functions against hard SLAs and systematically improving them—not just maintaining baseline performance
- Deep people management experience: Built strong teams, culture, and outcomes; developed high-performing teams through coaching, leadership, and accountability
- Experience building or redesigning support career ladders and leveling frameworks that retain technical talent
- Technically credible: You may have an engineering background but chose an operations/people-leadership path; you can speak engineer-to-engineer and assess technical problem-solving quality
- Systems thinker: You see support as an end-to-end process to optimize, not just a service desk to staff; you've built or redesigned workflows, tooling, and operational models
- Data-driven: You translate metrics into insights and insights into action; you've used case data to drive product roadmap prioritization
- Proven ability to partner with Product and Engineering leadership as a peer—you've influenced roadmaps, secured resources, and navigated matrix structures
- Lean Six Sigma or Process Engineering experience is a plus
- Customer Service as a Product mentality: You design for plans that anticipate problems before customers encounter them, treating support cases as trust-building moments rather than liabilities to manage
- Builder mentality: You've started functions from scratch or led major transformations; you're energized by ambiguity and building the playbook
- High standards with high empathy: You hold teams accountable to excellence while investing in their development and growth. You genuinely care about your people
- Cross-functional influence: You've driven outcomes through partnership and evidence when you don't control all the levers
What the job involves
- Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform
- Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients
- We're looking for a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence
- This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case, driving both immediate service quality and long-term case prevention through product roadmap influence
- You'll build and scale a new generation of technically-oriented support professionals, create career paths that retain top talent, and establish the operational rigor that scales with our growth
- As a key partner to Product and Engineering leadership, you'll translate support insights into product improvements that prevent issues at the source
- If you see customer service as a product to be engineered, love building high-performing organizations, and want to shape how a healthcare technology company serves its customers, this role is for you
- Own SLA and case-resolution performance for the entire support organization, delivering on time-to-resolution, backlog reduction, and customer satisfaction targets
- Build a high-functioning system, team, and operating model that exemplifies exceptional customer service standards
- Design and audit the QA framework for AI-assisted case resolution—ensuring teams critically evaluate AI output and maintain quality over speed
- Continuously optimize case triage, routing, and escalation systems, including seamless handoff processes to Product Development
- Establish business operating procedures for all product support resolution, including monitoring, root cause analysis, and analytics
- Report performance metrics to the CPO and cross-functional leadership, making support performance transparent and actionable
- Redefine the support hiring profile toward a materially more technical standard: professionals who resolve complex issues, reason about underlying systems, discern AI quality, and actively improve support operations for team-wide leverage
- Build a credible in-function career ladder with clear levels, competitive compensation, and senior technical leadership roles that create real growth paths
- Manage and develop Support Managers, instilling a high-performance culture with clear accountability, coaching rigor, and team development
- Own training, enablement, and onboarding infrastructure that brings new hires to technical proficiency rapidly
- Scale the team strategically while improving operational leverage—absorbing growth without proportional cost increases
- Own the case-to-roadmap feedback loop: translate support data into prioritized, evidence-backed recommendations that prevent future cases at the source
- Partner closely with Product Leadership on roadmap prioritization decisions that materially impact case volume—acting as a strategic partner in product direction
- Ensure customer feedback via support plays a critical role in the product development lifecycle
- Collaborate with Customer Operations leadership to ensure holistic service standards across onboarding, customer success, and support
- Treat support as a tunable system: continuously analyze the full case journey and engineer improvements to throughput, quality, efficiency, and customer satisfaction
- Own workforce planning, capacity modeling, tooling investments, and the long-term operating model as case volume and product complexity scale
- Build data infrastructure and dashboards that make support performance visible and actionable for stakeholders
- Short Term (First Year)
- SLA performance consistently meets or exceeds targets
- Case volume per active provider trending down through product-driven prevention
- New technical support profile defined, hired, and successfully embedded in Product Development teams
- In-function career ladder designed, communicated, and first promotions executed
- Case-to-roadmap feedback loop established with measurable impact on Product backlog prioritization
- Long Term
- Support scales with greater operating leverage while maintaining or improving service quality
- Top performers advancing through the career ladder; retention of high performers at 90%+
- AI-assisted case resolution quality at 95%+ accuracy with strong human oversight
- Support recognized internally as a strategic product partner and driver of product excellence
Our take
Due to various pitfalls in the healthcare system, inefficient clinical care costs more than $750B in the United States each year. Elation Health is a healthcare company setting out to change this narrative by improving the physician-patient relationship.
Elation takes a networked approach to patient data, enabling physicians to collaborate and deliver better care. For example, the platform gives professionals in any location the ability to access records, review reports, contact patients, send prescriptions, and offer virtual care via video calls.
And it's proving a success, as it is used by over 25,000 clinicians who care for millions of patients. The patient scheduling software market is a very busy one, packed with competitors 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
Led by a woman
Top investors
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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