Director, Customer Support

Wheel

. Lead and inspire a high-performing customer support team .

Posted 9/29/2026full-timeRemote • United StatesLead💰 $126,000 - $179,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading high-performing customer support teams while leveraging AI-powered tools and automation to enhance service delivery and improve key performance indicators. Skilled in data analysis and process improvement to drive customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Support LeadershipAI-Powered Support ToolsData Analysis and InsightsCustomer Experience SoftwareContinuous Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ProcessesData AnalysisAI/Automation ImplementationKPI MonitoringProcess Improvement

Soft Skills

Excellent CommunicationInterpersonal SkillsTeam CollaborationChange Management

Tools & Technologies

ZendeskAI-Assisted TriageChatbotsIntelligent Ticket RoutingAgent-Assist Platforms

Industry Keywords

Digital HealthSaaSVirtual Care DeliveryCustomer SuccessHIPAA Compliance

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations
5+ years of experience leading and managing high-performing customer support teams
5+ years of experience using customer service and customer experience (CX) software, such as Zendesk
Established track record of using data and technology, including AI/automation, to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT
Strong understanding of customer support processes and technologies
Experience evaluating or deploying AI-powered support tools, such as conversational AI, automated ticket routing, and agent-assist platforms
Excellent communication and interpersonal skills
Strong data analysis skills and ability to derive insights and drive actionable plans
Demonstrated ability to drive continuous improvement and implement best practices
Up-to-date knowledge of industry trends and best practices in customer support, virtual care delivery, and AI applications
Legally authorized to work in the United States for any employer
Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position

Benefits

Comp & perks

Medical, Dental and Vision
Life and Short and Long Term Disability coverage
401K match
Flexible PTO
Parental Leave
Stock options
Additional programs and perks
Bonus compensation