SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 126,000 - 179,300 / annual
Wheel is a Series C healthtech company transforming virtual care delivery for enterprises. As Director of Customer Support, you will lead the modernization of customer support operations, with a focus on implementing AI-powered tools and workflows to improve patient satisfaction, reduce resolution times, and drive platform growth.
You will lead and develop a high-performing customer support team, fostering a collaborative culture and recruiting talent to build a skilled, motivated workforce. You'll develop and execute a customer support strategy aligned with company goals, continuously assessing and improving processes to enhance efficiency and service delivery.
A key responsibility is leading the transformation of Wheel's support function through AI and automation—including AI-assisted triage, chatbots, intelligent ticket routing, and agent-assist copilots—to reduce resolution time and improve first-contact resolution. You will own Patient Net Promoter Score (NPS) as a core success metric, identifying friction points in the patient support journey and designing interventions to systematically improve satisfaction and loyalty.
You'll partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors and in-house solutions while ensuring HIPAA compliance and adherence to data-privacy and security standards. You will build a measurement framework connecting AI/automation initiatives to concrete support KPIs (resolution time, response time, ticket volume per agent, deflection rate, CSAT/NPS) and report ROI to the executive team.
Additional responsibilities include championing change management and training programs to help the support team adopt new AI tools effectively, balancing automation with human judgment for sensitive patient interactions. You'll gather customer feedback to inform product development, define and monitor KPIs, analyze support data to identify trends, and provide regular performance reports to the executive team. You'll also collaborate with Network Operations, Clinical, Product Development, and Customer Success teams to ensure a seamless customer experience.
REQUIREMENTS:
- 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 of experience using customer service and customer experience (CX) software (e.g., Zendesk)
- Established track record of using data and technology (including AI/automation) to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT
- 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
- Strong data analysis skills with ability to derive insights and drive actionable plans
- Demonstrated ability to drive continuous improvement and implement best practices
- Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications
