wheel - Director, Customer Support
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 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 the ability to derive insights from data and use them to 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 to drive innovation and growth.
Responsibilities
• 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. • Lead the transformation of Wheel's customer support function through AI-powered tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots, in order to reduce resolution time and improve first-contact resolution. • Own Patient NPS as a core success metric — identify friction points in the patient support journey and design AI-enabled and process interventions to systematically improve satisfaction and loyalty. • Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors and in-house solutions for customer support, ensuring compliance with HIPAA and Wheel's data-privacy and security standards. • 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 on ROI to the executive team. • Champion change management and training programs to help the support team adopt new AI tools effectively, balancing automation with the human judgment needed for sensitive patient interactions. • Gather customer feedback and insights to inform product development and enhance user experience. • Define and monitor key performance indicators (KPIs) for the customer support team. • Analyze customer support data to identify trends and areas for improvement. • Provide regular reports and updates to the executive team on customer support performance, including AI/automation-driven improvements. • Collaborate with other departments, including Network Operations, Clinical, Product Development and Customer Success, to ensure a seamless and unified customer experience. • Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. • 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 • Parental Leave • Stock options
Benefits
• Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. • Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.
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