Director of Customer Support, Rad AI
$145-190k
+ Equity
Generative AI for Radiologists
Job no longer available
Generative AI for Radiologists
101-200 employees
Job no longer available
$145-190k
+ Equity
101-200 employees
Company mission
To empower radiologists with AI — saving radiologists time, reducing burnout, and helping to improve the quality of patient care.
Role
Who you are
- If you’re ready to shape the future of healthcare, we’d love to have you on our team!
- You bring 7+ years of experience in customer support leadership within a SaaS, AI, or healthcare technology company, including experience managing teams in a high-growth environment
- You measure everything—tracking customer pain points, response times, and resolution rates to drive continuous improvement
- You prioritize customer issues and feature requests based on data—impact, frequency, urgency, and strategic importance
- You understand key support metrics and know how to analyze and act on them to optimize processes
- You act with urgency and a bias for action, ensuring that customer issues never fall through the cracks
- You know that "Every Radiologist Matters" and hold your team to a high bar in delivering world-class service
- You think and act like an owner—no task is beneath you if it helps the customer and the team succeed
- You build trust through transparency, ensuring authenticity in all customer interactions
- You have a strong backbone to advocate for customers, even when challenging priorities internally
- You collaborate deeply with Product, Engineering, and Customer Success, ensuring a seamless support-to-solution pipeline
- You excel in hiring, developing, and retaining top talent, fostering a high-performance culture within your team
- If you're passionate about driving innovation and delivering impactful reporting solutions, we'd love to hear from you!
What the job involves
- We believe in putting the customer first. One of our core values is Every Radiologist Matters—and as Director of Customer Support, you will be instrumental in ensuring that our customers' voices are heard, their issues are prioritized effectively, and their experience is seamless and world-class
- Own and optimize the entire customer support function across all Rad AI products (Impressions, Continuity, Reporting), ensuring responsiveness, efficiency, and quality at scale
- Drive Operational excellence in Customer support in pusuit of customer satisfaction and operational efficiency
- Use metrics to drive decisions—defining, measuring, and iterating on KPIs such as first response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS)
- Implement a data-driven closed-loop improvement process, where customer issues and feature requests are categorized within a structured framework that allows for prioritization based on impact, urgency, and customer demand
- Establish a structured feedback loop with Product, Engineering, and Customer Success to ensure that recurring issues are escalated, addressed, and prevented proactively
- Create scalable, automated support processes while maintaining a high-touch, white-glove experience for key customers
- Lead, hire, and develop a high-performing support team, ensuring they have the right tools, training, and motivation to excel
- Work cross-functionally with Product Management to advocate for customers, Customer Success to drive proactive engagement, and Engineering to ensure timely issue resolution
- Act as the customer’s advocate with a bias for action, ensuring that friction points are addressed promptly and thoroughly
- Own and optimize self-service support solutions, including knowledge bases, FAQs, and AI-powered chat solutions, to reduce ticket volume and improve response efficiency
Our take
Burnout seems to be reaching unprecedented and unsustainable levels amongst physicians, and radiologists are one of the most heavily impacted groups. A number of surveys have show that around 50% of them suffer from high workloads, which are exacerbated by outdated software and laborious work processes.
Rad AI, which was co-founded by the youngest radiologist in US history, is making serious inroads in alleviating these issues with AI. Its two main products are designed to save time; one by automatically generating impressions from dictated findings, and the other through automating patient follow-ups.
The company has been adding updates to its reporting software and is on a rapid growth trajectory, landing a number of respected radiology practices as customers and claiming industry awards. It has also secured major investment towards sustaining this momentum moving forwards, as more practices turn to AI to positively impact their patient care.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2025
$8m
SERIES C
Jan 2025
$60m
SERIES C
Total funding: $147m
Company benefits
- 100% health, dental, & vision
- Flexible PTO
- WFH stipend
- 401k plan
- Stock options
- Socials & off-sites
Company HQ
Jackson Square, San Francisco, CA
Leadership
Doktor Gurson
(Co-Founder & CEO)Co-founded and was CEO of portable smartphone charger startup Doblet (acquired by Alturki Holding). Has also founded a number of website hosting and migration companies. Is an Advisor to GoLinks, and BillionToOne.
Dr. Jeff Chang
(Co-Founder)Youngest radiologist and second youngest doctor in US history, ER Radiologist at Greensboro Radiology. Was Co-founding CTO of Doblet. Has been an Advisor to medical device company Ikigai as well as a number of other startups.
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