Director of Customer Support
Core
Lead a 24/7 technical customer support and call center team to handle patient inquiries, troubleshooting, and regulatory compliance for medical sleep apnea devices.
Role type
Senior leadership customer support director (medical devices)
Builds
Customer support operations, technical troubleshooting workflows, and team performance metrics
Domain
Medical devices / Healthcare technology
Required skills
Call center operations management, FDA regulatory compliance, technical troubleshooting, workforce planning, KPI monitoring, team leadership, CRM proficiency
Preferred skills
MBA, handheld medical technology experience, audit procedures, English (Advanced)
Technologies
Salesforce, five9, Excel, Word, Outlook
Responsibilities
Oversee 24/7 call center operations and technical support agents; Establish and monitor KPIs (FRT, AHT, CSAT); Manage workforce capacity, scheduling, and budgeting; Ensure compliance with FDA regulations and medical complaint handling; Serve as escalation point for complex clinical/technical failures; Collaborate with R&D on product improvements; Build and mentor support teams.
Seniority
Director, strategic leadership & team scaling