Director of Customer Support

Related keywords: quality assurance remote jobremote job financecustomer service remote job

Introduction

Maximus, headquartered in Santa Monica, is a rapidly growing telehealth company focused on optimizing health, wellness, and hormones for men and women. With a strong cash position and a profitable business model, Maximus is looking for passionate candidates to join their team as the Director of Customer Support. The role is open for remote candidates within the United States and Canada.

Company Overview

Established with a mission-driven approach, Maximus has successfully raised $15 million from prominent Silicon Valley VCs and angel investors. The company is characterized by a robust growth trajectory, boasting an 8-figure annual recurring revenue (ARR), and consistently doubling year over year. This success is driven by the delivery of high-quality content, community engagement, and clinical support, aimed at enhancing the well-being of their clients.

Role Summary

The Director of Customer Support position is a critical leadership role. The successful candidate will be responsible for scaling and managing the customer support team, ensuring an outstanding patient experience, and achieving operational excellence. This role emphasizes the need for both strategic vision and hands-on operational execution.

Key Responsibilities

1. Leadership & Team Development
The Director will lead a diverse team of over 25 customer service representatives, including both onshore and offshore members. Key responsibilities include:

• Establishing clear performance standards and career development tracks.
• Creating a nurturing environment that fosters professional development through coaching and training programmes.

2. Operational Excellence & Scaling
In this capacity, the Director will be responsible for:

• Own the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) related to customer service satisfaction, resolution times, and efficiency metrics.
• Implement tools and automation solutions that enhance the team's productivity and scalability.
• Introduce quality assurance programs and frameworks for escalation to streamline processes and ensure service quality.

3. Cross-Functional Leadership
This role requires collaboration across various departments, including Product, Operations, Clinical, and Supply Chain. Responsibilities include:

• Acting as the voice of the patient and customer service representatives.
• Identifying patient pain points and collaborating with relevant teams to resolve them.
• Representing customer service in leadership discussions to ensure patient experience remains a strategic priority.

4. Patient Experience & Retention
The Director will work diligently to ensure a seamless and empathetic customer experience. Key initiatives include:

• Partnering with Product and Finance teams to improve Customer Lifetime Value (LTV) through increased retention and engagement practices.

5. Strategic Planning
This leadership role also involves strategic market positioning and planning. This includes:

• Scoping the vision for scaling customer service, particularly through leveraging artificial intelligence to manage increased patient volume.
• Designing organizational structures and processes that will allow for cost-effective scalability in the years ahead.
• Preparing insightful reporting for leadership and investors on customer service performance metrics.

Required Skills and Qualifications

To be eligible for this position, candidates should possess the following qualifications:

• A minimum of 8 years in customer support roles and 3-5 years in leadership positions, particularly in high-growth environments.
• Experience in a direct-to-consumer (DTC) context and within a telehealth framework is essential.
• Proven success in scaling customer support organizations of 20+ reps.
• Strong skills in operational and systems management, with proficiency in workforce management, process design, and quality assurance.
• Must be an excellent collaborator, comfortable working with various teams, and have experience with customer service management platforms such as Intercom or Zendesk.

Compensation and Benefits

Maximus offers a competitive salary range of $150,000 to $190,000 based on experience. Additionally, employees will receive:

• Comprehensive medical plans (including premium Blue Shield Platinum PPO & HMO options with up to 80% premium coverage).
• A complete suite of benefits, including dental and vision insurance, as well as life insurance.
• Access to a robust 401K plan with best-in-class options.
• Flexible vacation and time-off policies tailored to support work-life balance.
• Liquidity of options whenever available, along with an extended options exercise window for loyal employees.

Conclusion

As Maximus continues to grow, the Director of Customer Support role represents an incredible opportunity for talented professionals looking to make a real impact in the telehealth sector. Candidates with the necessary skills will find a welcoming environment among a team dedicated to health, performance, and patient longevity.

This job offer was originally published on himalayas.app