Radicle Health

Director, Customer Support

Radicle Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $175,000 - $195,000 per year

Job Level

Lead

About the role

  • Define and implement a company-wide support strategy and vision, with a focus on scalability, efficiency, and customer experience.
  • Standardize and operationalize support workflows across teams (triage, escalation, incident management, and knowledge management).
  • Establish strong, structured partnerships with Engineering and Product to improve issue resolution, root cause analysis, and feedback loops.
  • Drive adoption of new tools, automation, and AI technologies to scale support operations and reduce manual effort.
  • Build a metrics-driven support organization, defining and tracking KPIs (e.g., SLAs, resolution time, CSAT, ticket deflection).
  • Develop and maintain internal and external knowledge systems to enable self-service and team efficiency.

Requirements

  • 10–12+ years in customer support or support operations, including director-level leadership experience.
  • Proven track record of scaling support organizations through process improvement, tooling, and automation.
  • Experience working closely with Engineering/Product teams on issue resolution, tooling, or platform improvements.
  • Experience leading or supporting digital transformation initiatives within support (e.g., AI, automation, self-service).
Benefits
  • Unlimited PTO policy
  • Competitive medical, dental, and vision healthcare coverage
  • 401k matching
  • Paid holidays
  • Volunteer time off
  • Paid parental leave
  • Remote work stipend
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process improvementautomationincident managementknowledge managementmetrics-driven supportKPI trackingroot cause analysisself-service systemsdigital transformationAI technologies
Soft Skills
leadershipcollaborationstrategic thinkingcustomer experience focuspartnership buildingcommunicationproblem-solvingefficiency improvementscalability focusteam efficiency