Director – Customer Support, Shared Services

PracticeTek

. Lead a unified shared-services support strategy and operating model across Payments, Clearinghouse, and Account Services .

Posted 10/10/2026full-timeSan Diego • California • United StatesLead💰 $130,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading customer support and operations teams, with a focus on service performance, incident management, and customer satisfaction in complex service environments. Proficient in developing strategies for workforce planning, quality assurance, and cross-functional collaboration to enhance service delivery.

Highest-signal resume keywords

Customer Support LeadershipIncident Management ExpertiseB2B SaaS ExperiencePayments and EDI Services KnowledgeAnalytical and Systems-Thinking Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Satisfaction ManagementFirst-Contact ResolutionWorkforce Capacity PlanningQuality Assurance ProgramsOperational ControlsService Continuity ManagementWorkflow AutomationSelf-Service TechnologiesRisk Management ProcessesEscalation Management

Soft Skills

Exceptional LeadershipCommunication SkillsRelationship-BuildingInfluencing Skills

Tools & Technologies

CRM PlatformsTicketing SystemsKnowledge-Management SystemsReporting and Analytics Tools

Industry Keywords

B2B SaaSHealthcare TechnologyFinancial TechnologyShared-Services ModelCustomer Operations

About the role

Key responsibilities & impact

Lead a unified shared-services support strategy and operating model across Payments, Clearinghouse, and Account Services
Build and develop managers and teams with clear roles, domain expertise, capacity plans, quality standards, and accountability for customer outcomes
Own service performance, including customer satisfaction, first-contact resolution, responsiveness, resolution time, backlog health, escalation quality, and cost-to-serve
Establish disciplined incident and escalation practices with clear ownership, cross-functional coordination, and timely customer communication
Translate enterprise Support strategy into a roadmap and operating model for Payments, Clearinghouse, and Account Services
Standardize intake, routing, ownership, service commitments, handoffs, and escalation paths
Define coverage and severity models aligned with customer needs, issue complexity, business impact, and risk
Build workforce and capacity plans, operating cadences, and readiness practices for volume shifts, releases, migrations, and planned changes
Ensure accurate, timely, and consistent customer support across Payments, Clearinghouse, and Account Services
Lead high-impact escalations and service disruptions through resolution with complete documentation and proactive communication
Coordinate complex cases across Product, Engineering, Finance, Implementation, Security, Risk and Compliance, and external partners
Recruit, coach, and develop managers and team members
Establish quality assurance, case-review, calibration, coaching, and technical-enablement programs
Own knowledge-management governance and improve content accuracy, freshness, search effectiveness, and frontline adoption
Simplify workflows and identify self-service and automation opportunities
Partner with Customer Success Operations and Data, Reporting and Analytics on reporting, demand, capacity, and improvement priorities
Establish contact-driver and root-cause practices to generate customer and product intelligence
Lead cross-functional operating cadences to assign owners, track corrective actions, and reduce preventable contacts and escalations
Partner with Security, Legal, Finance, Risk and Compliance, Product, and Operations to ensure procedures and incident handling follow applicable controls and policies
Communicate performance, risks, decisions, and roadmap progress to senior leaders

Requirements

What you’ll need

10+ years of progressive experience in Customer Support, Technical Support, Customer Operations, or a related service function
5+ years leading managers and teams
Proven success leading a multi-function shared-services or support organization in B2B SaaS, healthcare technology, financial technology, or another complex service environment
Demonstrated expertise in payments, healthcare clearinghouse or EDI services, or account services
Experience owning customer satisfaction, first-contact resolution, response and resolution performance, backlog, escalations, workforce capacity, quality, and cost-to-serve
Experience with incident management, operational controls, risk-aware processes, vendor or partner coordination, and service continuity in high-trust or regulated environments
Working knowledge of CRM and ticketing platforms, knowledge-management systems, workforce planning, quality programs, workflow automation, and self-service technologies
Strong analytical and systems-thinking skills
Exceptional leadership, communication, and relationship-building skills
Ability to influence senior leaders and partners without relying on authority alone

Benefits

Comp & perks

Comprehensive health, dental, and vision coverage options
Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing
Flexible paid time off
Sick time
10 company-paid holidays
401(k) plan with company match
Culture Committee initiatives supporting connection, fun, and belonging
Additional compensation such as bonuses or equity, as applicable
Flexible opportunities to contribute across multiple brands and support career growth and continuous development