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Salary: USD 145,000 - 197,000 / annual
Komodo Health is seeking a Director of Customer Support to lead the company's front-line support organization. The Healthcare Map, Komodo's core product, combines de-identified real-world patient data with innovative algorithms to provide the industry's most complete view of the U.S. healthcare system. This role is hands-on: you will manage a team of support professionals while driving continuous improvement of the customer experience through operational excellence, strategic vision, and deep commitment to customer success.
In your first 12 months, you will raise the team's independent issue resolution rate significantly, build a clear triage and escalation process with defined timing and ownership, partner with analytics, engineering, and product teams to close the loop on recurring issues, coach the team to troubleshoot claims and healthcare data issues with domain fluency, roll out AI-enabled intake and triage processes, and define and execute the global support strategy.
Key responsibilities include:
Operational Excellence: Analyze root causes behind unresolved issues and build concrete plans to raise containment. Establish and track KPIs including resolution rate, containment rate, and response times. Continuously improve how issues are triaged, escalated, and closed.
Customer & Data Advocacy: Serve as the front door for customer issues—technical, data-related, delivery gaps, data trends, and product bugs. Escalate issues to engineering and product with sufficient context to move fast.
Team Management: Manage a team of support individual contributors directly, coaching and training day-to-day. Build skills and judgment needed to handle claims data and healthcare customer issues independently. Manage resourcing, including offshore team members.
Cross-functional Collaboration: Work with analytics, engineering, and product leads to fix triage and escalation gaps. Represent support in conversations about product and data quality issues affecting customers.
AI Integration: Use AI tools (Claude, Zendesk, etc.) to triage incoming issues, surface patterns, and speed up root-cause analysis. Build and evaluate AI-enabled intake and support workflows as part of the core operating model.
Komodo operates a hybrid model with hubs in San Francisco, New York City, and Chicago. This role is fully remote across the US.
Requirements:
- 8+ years in customer support or technical support, including 4+ years managing a team of 5–10 people
- Background spanning engineering, business analysis, or solutions architecture (preferred over customer success)
- Experience with claims data or working with life sciences/healthcare customers
- Track record of improving issue containment and building escalation processes cross-functionally
- Strong business judgment: able to turn customer pain points into concrete action plans
- Familiarity with customer operational support systems (Jira Service Management, Salesforce Service Cloud, etc.)
- Experience managing offshore or distributed team members globally
