Janus Health Chicago , IL 60602
Posted 1 week ago
Summary
The Director, Customer Support is responsible for leading and managing the day-to-day operations of the customer support team, ensuring the delivery of an exceptional support experience for our platform customers. You will be a key member of the customer support leadership team, focused on driving continuous improvement, operational efficiency, and team development. This role requires a deep understanding of SaaS customer support best practices, strong leadership and project management skills, a passion for enhancing the customer experience, and previous experience leading a customer support desk/center.
Responsibilities
Oversee and manage the customer support team, including hiring, training, coaching, and performance management
Direct and lead operations related to our Zendesk support desk, including policies around ticket triage, monitoring and managing a Network Operations Center (NOC), and leading important issue response
Develop and implement support strategies, policies, and procedures to optimize the customer experience
Analyze customer support data and metrics (e.g., CSAT, NPS, response times, FCR) to identify areas for improvement
Work closely with Delivery, Engineering, and Product teams to ensure optimal communication, collaboration and outcomes
Lead continuous improvement initiatives to enhance support quality, efficiency, and scalability
Implement and oversee support tools and technologies to drive productivity and self-service
Collaborate with the customer success, product, and engineering teams to address customer needs and feedback
Identify and implement innovative support strategies and techniques to enhance the customer experience
Foster a customer-centric culture and advocate for the customer's needs within the organization
Stay up-to-date on industry trends and best practices in customer support for SaaS businesses
Please note that this job description is not intended to be an exhaustive list of all responsibilities, expected outcomes or qualifications associated with the role. Janus reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice.
Qualifications
Bachelor's degree in Business Administration or related field or equivalent work experience
A combination of 5+ years of Healthcare Leadership, Service Desk Administration, and Revenue Cycle experience in a customer success, consulting, or account management role preferred
5+ years of project management experience
Experience leading a customer focused support desk
Self-motivated, persuasive, and proactive team player with innovative ideas to inspire team members and customers
Demonstrated success developing customer strategy and driving results
Comfort leading cross-functional teams and creating and delivering executive level presentations
Excellent communication and interpersonal skills. Proven experience building strong internal and external relationships
Strong analytical and problem-solving skills; does not make excuses
Comfort in ambiguity while remaining focused on Janus' mission and values
Has fun, celebrates success, and contributes to a positive culture
Experience working at health system or healthcare technology company preferred
Experience working at a software as a service (SaaS) company preferred
Experience working in a high growth environment preferred
Travel Requirements
This role does require domestic travel. These travel expectations will be communicated by the department manager or executive. Janus is committed to providing as much flexibility and advanced notice as possible related to scheduling travel.
Physical Demands
This job operated in a professional remote or in-office environment. This job uses standard office equipment. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office equipment. The employee frequently communicates with internal and/or external people. Must be able to exchange accurate information in a timely manner. Must be able to recognize objects from short and long distances.
Janus Health