Director, Customer Experience and Support – Driving Excellence in careerzynith's SaaS Clinical Platform

At careerzynith, we're revolutionizing the way healthcare professionals interact with our cutting-edge SaaS clinical platform. Our mission is to enhance physician and patient quality of life through innovative technology solutions that create an experience of delight and ease. As we continue to grow and scale, we're seeking a visionary leader to join our team as a Director, Customer Experience and Support. This key role will be responsible for leading our Support managers and cultivating a best-in-class Support team that sets the standard for the industry.

About careerzynith

careerzynith is a leading provider of SaaS clinical platforms that empower healthcare professionals to deliver exceptional patient care. Our platform is designed to streamline clinical workflows, improve patient outcomes, and enhance the overall healthcare experience. With a strong focus on innovation and customer satisfaction, we're committed to building a world-class technology solution that meets the evolving needs of our users.

Role and Responsibilities

As a Director, Customer Experience and Support, you will be responsible for leading our Support team and driving operational excellence across the organization. Your primary focus will be on creating an operational philosophy that drives a relentless focus on efficient and AI-optimized human interaction, while maintaining bar-raising quality, efficiency, and cost. You will partner across teams to establish processes and programs that create value for all stakeholders, including customers, employees, and partners.

Key Responsibilities:

* Create and maintain an operational philosophy that drives a relentless focus on efficient and AI-optimized human interaction, while maintaining 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.

Professional Qualifications

We're seeking a seasoned leader with a passion for people management, development, and mentorship. Our ideal candidate will have:

• A deep understanding of the Support function as a differentiator in the market segment
• 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
• Strong leadership skills, with the ability to provide direction to managers in various areas, groups, and/or operations
• Self-motivation, attention to detail, and a desire for continuous learning
• Exceptional written and oral communication skills, with a high EQ and soft skills
• Creativity and a willingness to think outside the box to tackle complex 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
• A natural ability to educate and empower others, with a strong focus on customer service and effective communication
• 10+ years of previous customer support experience in the software/tech industry
• A Bachelor's degree in business, or a related field—or equivalent years of experience

What We Offer

As a Director, Customer Experience and Support at careerzynith, you can expect:

• A competitive salary range of $140,000-160,000 + variable compensation
• A dynamic and fast-paced work environment with opportunities for growth and development
• A collaborative and supportive team culture that values innovation and customer satisfaction
• A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Opportunities for professional development and continuing education
• A chance to work on cutting-edge technology solutions that are changing the face of healthcare

How to Apply

If you're a seasoned leader with a passion for customer experience and support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply for this job