Job Overview The role We are building a Sr. Director of Support role to lead our support function. This role sits alongside our Director of Implementation, both reporting to the CEO. You will take over day to day ownership of support from our current VP of Client Services, who is moving into a product role. This is a build role. A good part of the job is putting the right process and structure in place. We are in the middle of changing our support infrastructure, and this role will lead that change. We expect to move off Intercom and onto HubSpot for support, including phones, and we want agentic AI built into the new setup from the start. You will own that transition end to end, from picking the final platform to getting the team live on it. Responsibilities The team Two Client Support Directors will report to you, one leading support for our billing platform and one leading support for our EMR platform. Together with their teams, that is around ten people, most based in India. You will set the direction, standards, and process, and lean on both Directors to run day to day execution. What you will own Two Client Support Directors and their teams, one covering our billing platform and one covering our EMR platform, around ten people in total, most based in India Support service levels and how we track and report on them, across both teams Escalation handling, working directly with engineering and billing when a case needs it Daily coordination with Product and Development, since support is the first place client issues and feedback show up Support processes, tooling, and training, brought together into one consistent approach across both teams A close working relationship with the Director of Implementation, since many clients move between the two teams Client health and retention signals coming out of support, feeding back into the wider client services function How this role is measured This role owns seven support metrics, tracked across both teams: ASA, average speed to answer FRT, first response time FCR, first contact resolution CSAT, client satisfaction Ticket volume by category TTR by severity, time to resolution NPS, run as a quarterly survey Alongside these, the success of the Intercom to HubSpot migration, on timeline and without a drop in the metrics above, is a first year measure of this role. Skills What we are looking for Experience running a support function inside a SaaS company, ideally having built or scaled a team yourself Healthcare SaaS background. Dialysis or nephrology experience is a strong plus but not required Comfortable working across both customer service, meaning tickets and response times, and customer success, meaning retention and client health Strong hands on experience with support ticketing and customer communication platforms, and the judgement to know when a tool is holding the team back Direct experience migrating a support team from one ticketing or communication platform to another, ideally including phone systems Familiarity with agentic AI in a support context, whether that is AI assisted ticket resolution, automated triage, or AI powered customer messaging Able to operate without a lot of structure already in place, since much of this role is building the process as you go A direct communicator who raises problems early Systems and tools Our company runs on the following systems. You do not need experience with every one of these. You should be comfortable picking up new platforms quickly. Intercom, our current support ticketing and customer messaging platform. We are moving off Intercom, most likely onto HubSpot, and this role will lead that migration HubSpot, our CRM today, and the platform we expect to expand into support, including phones and agentic AI Microsoft 365, including Teams and SharePoint, for company wide documentation and communication Grain, for call recording Rippling, our HR platform A note on where this can go This role has a path toward broader client leadership as the client services function grows. In addition to the salary, there is opportunity for an annual bonus Our Culture The Clinic Is the Point Every clinic using our software is short-staffed, squeezed on reimbursement, and simply doing their best to keep patients alive. The better we do our work, the more they can focus on their patients. Never lose sight of who is on the other end of what we build and sell. How We Treat Each Other 01 Assume Positive Intent. The best teams start from a simple belief, that the person across from them wants the same good outcome they do. When that is the default, disagreements become conversations and conversations become progress. 02 Build Trust Every Day. Trust is the most valuable thing a team can build. It grows through small acts, showing up, following through, doing what you said you would. 03 Be Suitably Disagreeable. The greatest teams debate hard, push back with courage, and when a decision is made they commit completely, as if it were their own idea. 04 Speak Directly. Skip the Politics. There is something powerful about a team where people say what they mean, to the right person, at the right time. No side conversations. No corridor politics. How We Think 05 Keep Asking What We Could Become. The most exciting companies never stop asking what they could become. At our company the best version of us has not been built yet. 06 Know Your Craft. Deep domain expertise changes how you make decisions. You stop reacting to requests and start solving root problems. 07 Lead With Your Principles. The most memorable people are rarely the ones with the biggest titles. They are the ones whose principles are visible in everything they do. 08 Love What You Do. Tell Us If You Don't. When someone works at something they genuinely love, it shows. If that is not where you are, we would rather know and help. How We Operate 09 Own Your Role. Strengthen the Team. When every person brings their best to their piece of the work, the whole becomes more than the sum of its parts. 10 Spend Like It's Yours. The companies that last are the ones where every person thinks carefully about where time and money go. 11 Inform to Align. We have people across time zones, offices, and geographies. We protect that strength by communicating generously. 12 Name Waste When You See It. The best improvement ideas come from the people closest to the work. We practise Muda, the Japanese discipline of seeing waste clearly and naming it.

Pay:

$150,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance Application Question(s): Any experience in Healthcare Saas? Do you have experience with agentic AI?

Experience:

Rippling:

1 year (Preferred) Microsoft 365: 1 year (Preferred)

Work Location:

Hybrid remote in Chicago, IL 60606