Director, Customer Support

Job Overview

About the Company Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale.

We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment.

Job Description

Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www. wheel. com .

You will be responsible for developing and implementing strategies to modernize customer support operations - including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (e. g.

, resolution time, first-response time, contact deflection), and support the growth of our platform. What You'll Do Lead and inspire a high-performing customer support team.

Foster a positive and collaborative team culture focused on delivering exceptional service. Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce.

Develop and execute a customer support strategy aligned with company goals. Continuously assess and improve customer support processes to enhance efficiency and effectiveness.

Implement industry best practices to ensure the highest standards of service delivery.

Key Responsibilities

• About the Company Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale.
• We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment.
• About the Role As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty.
• You will be responsible for developing and implementing strategies to modernize customer support operations - including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (e.g., resolution time, first-response time, contact deflection), and support the growth of our platform.
• What You'll Do Lead and inspire a high-performing customer support team.
• Foster a positive and collaborative team culture focused on delivering exceptional service.
• Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce.
• Develop and execute a customer support strategy aligned with company goals.

Required Skills and Qualifications

• Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce.
• Gather customer feedback and insights to inform product development and enhance user experience.
• Collaborate with other departments, including Network Operations, Clinical, Product Development and Customer Success, to ensure a seamless and unified customer experience.
• Who You Are 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations.
• 5+ years of experience leading and managing high-performing customer support teams.
• 5+ years experience using customer service and customer experience (CX) software (e.g.
• Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools (e.g., conversational AI, automated ticket routing, agent-assist platforms).
• Excellent communication and interpersonal skills.

Benefits and Perks

• Salary and Perks Pay Range: $126,000- $179,300 plus bonus & equity Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
• As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including: Medical, Dental and Vision Ancillary: Life, Short and Long Term Disability 401K match Flexible PTO Parental Leave Stock options Additional programs and perks Wheel is committed to equal employment opportunities for all team members.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Wheel is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.