Senior Director / Vice President, Customer Support

About the role

Elation Health is a healthcare technology company delivering a cloud-based clinical platform for physicians. This role owns the end-to-end customer support system, aligning service delivery with product and engineering to drive both immediate and long-term product improvements and customer outcomes.

What you'll do

• Own SLA, case-resolution performance, backlog reduction and customer satisfaction targets for the entire support organization
• Design, audit and improve QA for AI-assisted case resolution to balance quality and speed
• Optimize triage, routing, escalation processes and handoffs to Product Development
• Define and monitor operating procedures for product support resolution including root-cause analysis and analytics
• Scale the organization with a more technical profile, clear career ladders and competitive compensation
• Partner with Product and Engineering to feed case-to-roadmap insights and influence prioritization

What they're looking for

• 7+ years building or scaling technical support or technical customer engineering teams
• Proven ability to manage against hard SLAs and improve performance beyond baseline
• Deep people management experience with coaching, accountability and culture building
• Experience designing career ladders and leveling frameworks for technical staff
• Technically credible with ability to speak engineer-to-engineer and assess problem-solving quality
• Strong data orientation and experience translating metrics into product roadmap decisions

For applicants in Nigeria

• The listing states Remote as the location; no explicit timezone requirements are provided. Confirm interview timing and availability when scheduling.
• Payment currency or salary range is not specified in the listing; confirm compensation details during a recruiter discussion.
• The listing does not specify whether roles are contractor or employee; confirm during process.
• The listing does not mention visa or work-authorization requirements; confirm eligibility if applicable.