Wheel

Customer Support

• Lead and inspire a high-performing customer support team
• Foster a positive, collaborative team culture focused on exceptional service
• Recruit, train, and develop customer support professionals
• Develop and execute a customer support strategy aligned with company goals
• Assess and improve customer support processes and implement industry best practices
• Transform Wheel's customer support function through AI-powered tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots
• Own Patient NPS by identifying friction points and designing AI-enabled and process interventions
• Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation solutions while ensuring HIPAA and data-privacy/security compliance
• Build a measurement framework connecting AI/automation initiatives to support KPIs and report ROI to the executive team
• Champion change management and training for adoption of AI tools
• Gather customer feedback to inform product development and improve user experience
• Define and monitor customer support KPIs
• Analyze support data to identify trends and improvement opportunities
• Provide regular performance reports and updates to the executive team
• Collaborate with Network Operations, Clinical, Product Development, and Customer Success teams for a unified customer experience

Director, Customer Support