Director, Customer Support
Komodo Health is seeking a Director of Customer Support to lead its front-line support organization, serving as the primary point of contact for any technical or data-related issues encountered by customers. This hands-on leadership role combines strategic vision, operational excellence, and a deep commitment to customer success. The ideal candidate will bring a combination of strategic vision, operational excellence, and a deep commitment to customer success.
In this role, you will be responsible for analyzing root causes of unresolved issues and developing plans to improve containment. You will establish and track key performance indicators (KPIs) such as resolution rate, containment rate, and response times, while continuously improving issue triage, escalation, and closure processes. Additionally, you will serve as the front door for customer issues, including delivery gaps, data trends, and product bugs, and escalate issues to engineering and product teams with sufficient context for rapid resolution.
The position requires over eight years of experience in customer or technical support, including at least four years managing a team of five to ten people. A background in engineering, business analysis, or solutions architecture with a focus on customer success is essential. Experience with claims data or working with life sciences/healthcare customers is highly desirable. The ideal candidate will have a track record of improving issue containment and building cross-functional escalation processes, strong business judgment, and familiarity with customer operational support systems such as Jira Service Management or Salesforce Service Cloud.
The compensation for this role varies based on geographic location. In the San Francisco Bay Area and New York City, the annual base salary ranges from $167,000 to $197,000 USD. For all other U.S. locations, the range is $145,000 to $175,000 USD. In addition to the base salary, performance-based bonuses and equity awards may be available. Benefits include health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability and life insurance; and applicable leaves of absence.
Komodo Health is committed to reducing the global burden of disease by leveraging data to provide actionable insights. The company offers a collaborative and dynamic work environment where employees are encouraged to be awesome, seek growth, deliver "wow," and enjoy the ride. Joining Komodo Health means becoming part of a team of ambitious, supportive individuals with diverse backgrounds, all united by a shared passion to make a meaningful impact in healthcare.