Director, Customer Support

The Opportunity at Komodo Health:

The Director, Customer Support will lead Komodo Health's front-line support organization, the first stop for any technical or data issue our customers encounter. This is a hands-on role: you'll manage a team of support professionals while ensuring continuous improvement of the customer experience. The ideal leader will bring a combination of strategic vision, operational excellence, and a deep commitment to customer success.

Looking back on your first 12 months at Komodo Health, you will have accomplished…

• Raised the team's independent issue resolution rate significantly
• Built a clear, transparent triage and escalation process with defined timing and ownership
• Partnered with analytics, engineering, and product to close the loop on recurring issues
• Coached the team to troubleshoot claims and healthcare data issues with real domain fluency
• Rolled out AI-enabled intake and triage processes across the team
• Defined and executed the global support strategy to meet evolving customer needs and business objectives

These are the essential job duties you will be responsible for:

Operational Excellence

• Analyze the root causes behind unresolved issues and build a concrete plan to raise containment
• Establish and track KPIs including resolution rate, containment rate, and response times
• Continuously improve how issues are triaged, escalated, and closed out

Customer & Data Advocacy

• Serve as the front door for customer issues, technical and data-related, including delivery gaps from the SA team, data trends, and product bugs
• Escalate the right issues to engineering and product with enough context to move fast

Team Management

• Manage a team of support ICs directly, coaching and training day-to-day
• Build the skills and judgment needed to handle claims data and healthcare customer issues independently
• Manage resourcing, including offshore team members where applicable

Cross-functional Collaboration

• Work with analytics, engineering, and product leads to fix triage and escalation gaps
• Represent support in conversations about product and data quality issues that affect customers

What you bring to Komodo Health (required):

• 8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people at least
• Background spanning engineering, business analysis, or solutions architecture over customer success
• Experience with claims data or working with life sciences/healthcare customers
• Track record of improving issue containment and building escalation processes cross-functionally
• Strong business judgment: able to turn customer pain points into concrete action plans
• Familiarity with customer operational support systems; examples include Jira Service Management, Salesforce Service Cloud, etc.
• Experience managing offshore or distributed team members globally

Expectations of AI use in this role:

• Use AI tools (Claude, Zendesk, etc.) to triage incoming issues, surface patterns, and speed up root-cause analysis
• Builds and evaluates AI-enabled intake and support workflows as part of the core operating model, not as a side project

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