Director, Customer Support
Core
Lead a team to deliver world-class support for Heartflow's SaaS non-invasive medical technology customers, including physicians and hospital staff, ensuring an outstanding end-to-end customer experience.
Role type
Senior management-level customer support director
Builds
Customer support processes, training, tools, and cross-functional coordination for a medical SaaS platform
Domain
Healthcare technology / Medical device SaaS
Required skills
Team leadership and talent development, Strategic planning for scaling support, Data analysis and KPI tracking, Cross-functional collaboration, Project management, Regulatory compliance knowledge
Preferred skills
Healthcare IT (PACS, DICOM), Imaging and CT scanner technology, Coronary physiology
Technologies
CRM, ticketing systems, SaaS tools, Excel
Responsibilities
Lead and grow a team of customer support specialists, Define strategies to scale customer support with commercial growth, Develop training and processes to improve satisfaction, Collaborate on product updates and feature support, Identify and report trends from customer feedback to Product and Engineering, Ensure compliance with medical regulatory standards
Seniority
Senior, hands-on IC with management focus
