Director, Technical Customer Care
Core
Senior leadership role directing Tier 1 Technical Customer Care for a home health care SaaS platform, ensuring operational excellence and resolving complex technical issues for healthcare agencies.
Role type
Director, Technical Customer Care
Builds
Home health care ecosystem connecting patients, providers, and managed care organizations
Domain
Healthcare technology / SaaS
Required skills
Contact center leadership, SaaS support management, multi-channel operations, QA strategy, process optimization, AI service tools, performance analytics, cross-functional partnership
Preferred skills
Healthcare software experience, Salesforce Service Cloud, Jira, Microsoft Windows environments, remote troubleshooting, AI-enabled call center technologies
Responsibilities
Lead Tier 1 Technical Customer Care organization and strategic direction; Ensure QA standards and performance metrics (CSAT, SLA, ASA); Develop support strategy with clear KPIs; Drive process and technology optimization; Operationalize AI-enabled service tools; Manage contact center performance outcomes and escalations; Partner with Workforce Management for staffing; Serve as executive escalation point; Collaborate with Product, Engineering, and Sales; Leverage performance analytics for strategic decisions; Ensure compliance with healthcare industry requirements.
Seniority
Director, senior leadership