Remote opportunity at
Elation HealthSenior Director / Vice President, Customer Support
Elation Health is hiring a Senior Director or Vice President of Customer Support for a remote role. Elation builds a cloud-based clinical platform for physicians, and…
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About This Role
Elation Health is hiring a Senior Director or Vice President of Customer Support for a remote role. Elation builds a cloud-based clinical platform for physicians, and the posting treats support operations as a tool to improve how the product performs. The leader would own the full pipeline for logging, assigning, solving and learning from every support case, aiming to prevent issues through product changes as well as fix them quickly.…
Job Description
Elation Health is hiring a Senior Director or Vice President of Customer Support for a remote role. Elation builds a cloud-based clinical platform for physicians, and the posting treats support operations as a tool to improve how the product performs. The leader would own the full pipeline for logging, assigning, solving and learning from every support case, aiming to prevent issues through product changes as well as fix them quickly.
Core duties include owning service-level and case-resolution results for the full support function, covering how quickly cases close, backlog size and satisfaction targets. The leader would design and audit a quality framework for AI-assisted case work, refine triage, routing and escalation, and set procedures for monitoring and root cause analysis. Results are reported to the Chief Product Officer and cross-functional leaders.
The role also covers building and growing the team. The leader would reshape hiring toward more technical support staff, create a career ladder, manage and develop support managers, and own training and onboarding. Working with Product and Engineering, the leader would turn case data into prioritized recommendations and influence roadmaps that affect case volume.
Candidates should have at least seven years of experience building or scaling technical support or technical support engineering teams, with a record of meeting strict service targets and deep people-management experience. Experience redesigning career ladders and speaking engineer to engineer is expected. Process-improvement training such as Lean Six Sigma would be an asset.
Responsibilities
- Own service-level and case-resolution results across the whole support function
- Create and review quality standards for case handling that uses AI
- Refine case triage, routing and escalation, including handoffs to product development
- Report performance metrics to the Chief Product Officer and cross-functional leaders
- Build a career ladder and manage and develop support managers
- Turn support data into product recommendations and influence roadmap priorities
Requirements
- Seven-plus years growing technical support or TSE organizations
- Record of hitting strict service targets and improving them systematically
- Deep people-management experience, including coaching and developing high-performing teams
- Experience rebuilding career progression paths and level definitions for support staff
- Technical credibility to speak engineer to engineer
- Systems thinking and data-driven decision-making
- Credibility working alongside product and engineering executives as an equal
Qualifications
- Process-improvement training, such as Lean Six Sigma
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
Yes, the listing is for a remote position.
What is the salary range?
The posting lists $180,000 to $250,000 USD or $190,000 to $270,000 CAD.
What experience is required?
The posting asks for seven-plus years leading technical support organizations, with deep people-management experience.
Who does the role work with?
The role works closely with Product and Engineering leadership and reports performance to the Chief Product Officer and cross-functional leaders.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.