Senior Director / Vice President, Customer… at Elation Health

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

We're looking for a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case, driving both immediate service quality and long-term case prevention through product roadmap influence.

You'll build and scale a new generation of technically-oriented support professionals, create career paths that retain top talent, and establish the operational rigor that scales with our growth. As a key partner to Product and Engineering leadership, you'll translate support insights into product improvements that prevent issues at the source.

If you see customer service as a product to be engineered, love building high-performing organizations, and want to shape how a healthcare technology company serves its customers, this role is for you.

What You'll Do

Drive Operational Excellence & Service Delivery

Own SLA and case-resolution performance for the entire support organization, delivering on time-to-resolution, backlog reduction, and customer satisfaction targets
Build a high-functioning system, team, and operating model that exemplifies exceptional customer service standards
Design and audit the QA framework for AI-assisted case resolution—ensuring teams critically evaluate AI output and maintain quality over speed
Continuously optimize case triage, routing, and escalation systems, including seamless handoff processes to Product Development
Establish business operating procedures for all product support resolution, including monitoring, root cause analysis, and analytics
Report performance metrics to the CPO and cross-functional leadership, making support performance transparent and actionable

Build & Scale the Organization

Redefine the support hiring profile toward a materially more technical standard: professionals who resolve complex issues, reason about underlying systems, discern AI quality, and actively improve support operations for team-wide leverage
Build a credible in-function career ladder with clear levels, competitive compensation, and senior technical leadership roles that create real growth paths
Manage and develop Support Managers, instilling a high-performance culture with clear accountability, coaching rigor, and team development
Own training, enablement, and onboarding infrastructure that brings new hires to technical proficiency rapidly
Scale the team strategically while improving operational leverage—absorbing growth without proportional cost increases

Partner Cross-Functionally & Influence Product Direction

Own the case-to-roadmap feedback loop: translate support data into prioritized, evidence-backed recommendations that prevent future cases at the source
Partner closely with Product Leadership on roadmap prioritization decisions that materially impact case volume—acting as a strategic partner in product direction
Ensure customer feedback via support plays a critical role in the product development lifecycle
Collaborate with Customer Operations leadership to ensure holistic service standards across onboarding, customer success, and support

Engineer Systems for Scale

Treat support as a tunable system: continuously analyze the full case journey and engineer improvements to throughput, quality, efficiency, and customer satisfaction
Own workforce planning, capacity modeling, tooling investments, and the long-term operating model as case volume and product complexity scale
Build data infrastructure and dashboards that make support performance visible and actionable for stakeholders

What Success Looks Like

Short Term (First Year)

SLA performance consistently meets or exceeds targets
Case volume per active provider trending down through product-driven prevention