Maximus

Director of Customer Support

Maximus

full-time

Posted on:

Origin:  • 🇺🇸 United States • California, Colorado, Massachusetts, New York

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Salary

💰 $150,000 - $190,000 per year

Job Level

Lead

About the role

  • Lead and develop a 25+ person customer support team (onshore + offshore), building a leadership bench
  • Establish clear performance standards, career ladders, and coaching/development/training programs
  • Own SLAs and KPIs (CSAT, NPS, resolution time, first contact resolution) and workforce management
  • Implement automation, macros, and tools to improve efficiency and scalability
  • Introduce QA programs, escalation frameworks, and training processes to standardize excellence
  • Serve as the voice of patients and CS reps cross-functionally with Product, Engineering, Clinical, and Supply Chain
  • Drive feedback loops to identify top patient pain points and resolve root causes
  • Represent CS in leadership discussions and prepare reporting for leadership, board, and investors
  • Ensure a seamless, empathetic, and efficient patient experience and partner to improve LTV, retention, and engagement
  • Define and execute vision for scaling CS, including leveraging AI and designing org structure, systems, and processes

Requirements

  • 8+ years in Customer Support with 3–5+ years leading teams at scale both onshore and offshore
  • Experience leading Customer Support in a DTC (direct-to-consumer) company (required)
  • Experience leading Customer Support in a Telehealth company (required)
  • Proven track record scaling CS/Support orgs of 20+ reps in a high-growth company (healthcare or tech a plus)
  • Strong operational and systems orientation: workforce management, QA, automation, process design
  • Excellent cross-functional collaborator with Product, Ops, Marketing, and Clinical teams
  • Data-driven and analytical; comfortable using metrics to manage performance
  • Customer-first mindset combined with business pragmatism
  • Experience with Intercom, Zendesk or similar CS platforms
  • Experience managing offshore Customer Support reps (required)
  • Must be legally authorized to work in the United States or Canada without visa; visa sponsorship is unavailable