Director, Customer Support

Komodo Health

. Lead Komodo Health’s front-line customer support organization .

Posted 11/2/2026full-timeRemote • United StatesLead💰 $145,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer support teams, managing issue containment, and improving operational processes within the healthcare and life sciences sectors. Proficient in utilizing AI tools and customer operational support systems to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

Customer Support ManagementTeam LeadershipClaims Data ExpertiseAI Tools UtilizationCross-Functional Collaboration

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Issue Containment ImprovementRoot-Cause AnalysisKPI TrackingEscalation Process DevelopmentBusiness AnalysisSolutions ArchitectureTechnical SupportData Quality ManagementOperational Support SystemsCustomer Success Strategies

Soft Skills

Strong Business JudgmentCoachingProblem-SolvingCommunicationCollaboration

Tools & Technologies

Jira Service ManagementSalesforce Service CloudClaudeZendesk

Industry Keywords

HealthcareLife SciencesClaims DataCustomer Operational SupportTechnical Support

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead Komodo Health’s front-line customer support organization
Manage and coach a team of support professionals
Analyze root causes of unresolved issues and improve issue containment
Establish and track KPIs including resolution rate, containment rate, and response times
Improve issue triage, escalation, and closure processes
Serve as the front door for technical and data-related customer issues
Escalate issues to engineering and product with sufficient context
Develop team expertise in claims data and healthcare customer issues
Manage resourcing, including offshore team members where applicable
Collaborate with analytics, engineering, and product leads on triage, escalation, product, and data-quality issues
Define and execute the global support strategy
Build and evaluate AI-enabled intake and support workflows

Requirements

What you’ll need

8+ years in customer support or technical support
4+ years managing a team of at least 5–10 people
Background spanning engineering, business analysis, or solutions architecture over customer success
Experience with claims data or life sciences/healthcare customers
Track record of improving issue containment and building cross-functional escalation processes
Strong business judgment and ability to turn customer pain points into concrete action plans
Familiarity with customer operational support systems such as Jira Service Management and Salesforce Service Cloud
Experience managing offshore or globally distributed team members
Ability to use AI tools such as Claude and Zendesk for issue triage, pattern identification, and root-cause analysis

Benefits

Comp & perks

Performance-based bonuses may be available
Equity awards may be available
Comprehensive health, dental, and vision insurance
Flexible time off and holidays
401(k) with company match
Disability insurance and life insurance
Leaves of absence in accordance with applicable state and local laws and regulations and company policy
Hybrid work model with flexibility
AI tools and workflows integrated into daily work