Director of Customer Support

Summary

The Director of Customer Support is responsible for leading and managing the day-to-day operations of the customer support team, ensuring the delivery of an exceptional support experience for our SaaS platform customers. You will be a key member of the customer support leadership team, focused on driving continuous improvement, operational efficiency, and team development. This role requires a deep understanding of SaaS customer support best practices, strong leadership and project management skills, a passion for enhancing the customer experience, and previous experience leading a customer support desk/center.

Responsibilities

• Oversee and manage the customer support team, including hiring, training, coaching, and performance management
• Direct and lead operations related to our Zendesk support desk, including policies around ticket triage, monitoring and managing a Network Operations Center (NOC), and leading important issue response
• Develop and implement support strategies, policies, and procedures to optimize the customer experience
• Analyze customer support data and metrics (e.g., CSAT, NPS, response times, FCR) to identify areas for improvement
• Work closely with Delivery, Engineering, and Product teams to ensure optimal communication, collaboration and outcomes
• Lead continuous improvement initiatives to enhance support quality, efficiency, and scalability
• Implement and oversee support tools and technologies to drive productivity and self-service
• Collaborate with the customer success, product, and engineering teams to address customer needs and feedback
• Identify and implement innovative support strategies and techniques to enhance the customer experience
• Foster a customer-centric culture and advocate for the customer's needs within the organization
• Stay up-to-date on industry trends and best practices in customer support for SaaS businesses

Please note that this job description is not intended to be an exhaustive list of all responsibilities, expected outcomes or qualifications associated with the role. Janus reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice.

Qualifications

• Bachelor's degree in Business Administration or related field or equivalent work experience
• A combination of 5+ years of Healthcare Leadership, Service Desk Administration, and Revenue Cycle experience in a customer success, consulting, or account management role preferred
• 5+ years of project management experience
• Experience leading a customer focused support desk
• Self-motivated, persuasive, and proactive team player with innovative ideas to inspire team members and customers
• Demonstrated success developing customer strategy and driving results
• Comfort leading cross-functional teams and creating and delivering executive level presentations
• Excellent communication and interpersonal skills. Proven experience building strong internal and external relationships
• Strong analytical and problem-solving skills; does not make excuses
• Comfort in ambiguity while remaining focused on Janus’ mission and values
• Has fun, celebrates success, and contributes to a positive culture
• Experience working at health system or healthcare technology company preferred
• Experience working at a software as a service (SaaS) company preferred
• Experience working in a high growth environment preferred

Travel Requirements

This role does require domestic travel. These travel expectations will be communicated by the department manager or executive. Janus is committed to providing as much flexibility and advanced notice as possible related to scheduling travel.

Physical Demands

This job operated in a professional remote or in-office environment. This job uses standard office equipment. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office equipment. The employee frequently communicates with internal and/or external people. Must be able to exchange accurate information in a timely manner. Must be able to recognize objects from short and long distances.