This job has expired and is no longer accepting applications.
Remote opportunity at
WheelDirector, Customer Support
About Wheel Wheel is transforming the modern healthcare landscape by empowering forward-thinking organizations with a robust infrastructure to offer scalable virtual care. Through configurable care programs,…
Career Tools
About this role
Director, Customer Support at Wheel is a full-time role. Work arrangement: Remote. Location: Not specified. No salary is shown in this listing. It was posted on Sep 30, 2026. This listing is paused and not taking applications at the moment.
Job Description
About Wheel
Wheel is transforming the modern healthcare landscape by empowering forward-thinking organizations with a robust infrastructure to offer scalable virtual care. Through configurable care programs, consumer-friendly interfaces, and a nationwide clinician network, Wheel helps brands drive engagement and maximize value. Discover more about how they are shaping the future of medicine at www.wheel.com.
Position Overview
As the Director of Customer Support at Wheel, you will spearhead initiatives to modernize our support ecosystem. Your leadership will directly influence patient satisfaction and brand loyalty by introducing cutting-edge AI tools and automated workflows. You will optimize vital service metrics, including response times and patient Net Promoter Score, while fostering a motivated and skilled support organization.
Key Responsibilities
- Guide, mentor, and build a collaborative, high-achieving customer support department.
- Formulate and execute a support strategy aligned with corporate growth and service excellence.
- Spearhead the integration of AI-powered systems—such as virtual agents, intelligent routing, and agent copilots—to optimize service delivery.
- Own and elevate the Patient Net Promoter Score (NPS) by eliminating user journey friction points.
- Coordinate with Product, Engineering, and Data divisions to deploy secure, HIPAA-compliant AI solutions.
- Establish comprehensive analytics frameworks to track core KPIs like resolution speed, ticket deflection, and ROI.
- Manage organizational change to ensure seamless adoption of new technologies while preserving empathetic human care.
- Analyze support trends to provide actionable insights for executive leadership and product development.
- Partner cross-functionally with Clinical, Network Operations, and Customer Success groups for a unified user experience.
Candidate Requirements
- Minimum of 10 years working within client success or customer support, ideally across digital health, virtual care, or SaaS sectors.
- At least 5 years of direct experience managing and scaling high-performing support teams.
- 5+ years of hands-on expertise utilizing customer experience platforms like Zendesk.
- Proven history of leveraging data and automation technologies to boost metrics such as resolution time and NPS.
- Deep knowledge of modern support infrastructure, including conversational AI and automated triage tools.
- Advanced data analysis capabilities to translate metrics into strategic operational plans.
- Exceptional interpersonal and communication talents.
- Legal authorization to work in the United States without current visa sponsorship.
Compensation and Perks
This role offers a pay range between $126,000 and $179,300, supplemented by performance bonuses and equity incentives. Final compensation is determined based on relevant experience, education, skills, and geographic location.
Employees are granted access to a robust Total Rewards package designed to protect long-term financial security and overall wellness. Perks include comprehensive medical, dental, and vision insurance, 401(k) matching programs, flexible PTO, parental leave, stock options, and disability coverage.
Frequently Asked Questions
Q: What is the salary range for the Director, Customer Support role at Wheel?
A: The base compensation ranges from $126,000 to $179,300, plus additional bonuses and equity options.
Q: Does Wheel offer visa sponsorship for this position?
A: No, Wheel is currently unable to provide employment authorization sponsorship for this job opening.
Q: What kind of background is preferred for applicants?
A: Ideal candidates bring over a decade of customer support or client success experience, specifically within digital health, SaaS, or virtual care environments, alongside a strong track record in AI-driven support transformation.
Responsibilities
- <ul><li>Guide, mentor, and build a collaborative, high-achieving customer support department.</li><li>Formulate and execute a support strategy aligned with corporate growth and service excellence.</li><li>Spearhead the integration of AI-powered systems—such as virtual agents, intelligent routing, and agent copilots—to optimize service delivery.</li><li>Own and elevate the Patient Net Promoter Score (NPS) by eliminating user journey friction points.</li><li>Coordinate with Product, Engineering, and Data divisions to deploy secure, HIPAA-compliant AI solutions.</li><li>Establish comprehensive analytics frameworks to track core KPIs like resolution speed, ticket deflection, and ROI.</li><li>Manage organizational change to ensure seamless adoption of new technologies while preserving empathetic human care.</li><li>Analyze support trends to provide actionable insights for executive leadership and product development.</li><li>Partner cross-functionally with Clinical, Network Operations, and Customer Success groups for a unified user experience.</li></ul>
Requirements
- <ul><li>Minimum of 10 years working within client success or customer support, ideally across digital health, virtual care, or SaaS sectors.</li><li>At least 5 years of direct experience managing and scaling high-performing support teams.</li><li>5+ years of hands-on expertise utilizing customer experience platforms like Zendesk.</li><li>Proven history of leveraging data and automation technologies to boost metrics such as resolution time and NPS.</li><li>Deep knowledge of modern support infrastructure, including conversational AI and automated triage tools.</li><li>Advanced data analysis capabilities to translate metrics into strategic operational plans.</li><li>Exceptional interpersonal and communication talents.</li><li>Legal authorization to work in the United States without current visa sponsorship.</li></ul>
Qualifications
- Extensive leadership background in digital health or SaaS customer support, combined with a strong technical grasp of AI-driven support operations, HIPAA compliance, and data analytics.
Core Skills
Benefits
- <ul><li>Competitive salary range of $126,000 to $179,300 with bonus and equity opportunities.</li><li>Comprehensive medical, dental, and vision health coverage.</li><li>Life insurance, alongside short-term and long-term disability protection.</li><li>401(k) retirement plan with employer match.</li><li>Flexible paid time off (PTO) policy.</li><li>Supportive parental leave programs.</li><li>Stock options and additional workplace perks.</li></ul>
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
Explore more jobs like this
What to do next
This listing is no longer open, so the quickest next step is one of the live roles above. Save the ones that fit, and check the employer's other openings on its company page. To hear about new matches as they are posted, set up a job alert from your candidate account.