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RLDatix is an integrated healthcare operations platform combining data-driven insights with advanced technology to improve patient safety, compliance, and workf
Director, Customer Support
Location
United States + 1 moreAll locations: United States | Canada
Posted
134 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Director, Customer Support
RLDatix
Role Description We’re searching for a North America-based Director, Customer Support to lead our Customer Support team, so that we can provide exceptional experiences for RLDatix customers across our North America region and align processes worldwide. The Director, Customer Support Operations will manage all aspects of the Customer Support business as well as lead expansion of the organization to serve customers across the region. - Guide departmental process streamlining by distilling workflow best practices and implementing targeted support process improvements. - Influence and collaborate with cross-functional stakeholders to align support operations with broader business and customer objectives. - Lead the integration of AI-powered tools and automation solutions that enhance support operations and efficiency. - Utilize support performance metrics and forecasting data to guide workforce planning and resource optimization strategies. - Champion a culture of continuous improvement by leveraging data and verified outcomes to guide support team enhancements. Qualifications - Previous experience leading and scaling a customer support function within a B2B company, ideally healthcare SaaS. - Proven success in process optimization, structuring workflow best practices, and coordinating support teams to achieve operational efficiency and excellence. - In-depth knowledge on how to leverage support metrics and forecasting data to inform strategic workforce planning and resource deployment. - Hands-on experience with enterprise software solutions, such as Salesforce and Zendesk. - Ability to travel across North America up to 20% (passport required). - A knack for working cross-functionally within a fast-paced, customer-centric environment. Benefits - Health, dental, and vision insurance. - Life and disability insurance. - 401K. - Paid time off. - Paid holidays. Company Description RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.
Job Requirements
- Previous experience leading and scaling a customer support function within a B2B company, ideally healthcare SaaS.
- Proven success in process optimization, structuring workflow best practices, and coordinating support teams to achieve operational efficiency and excellence.
- In-depth knowledge on how to leverage support metrics and forecasting data to inform strategic workforce planning and resource deployment.
- Hands-on experience with enterprise software solutions, such as Salesforce and Zendesk.
- Ability to travel across North America up to 20% (passport required).
- A knack for working cross-functionally within a fast-paced, customer-centric environment.
Benefits
- Health, dental, and vision insurance.
- Life and disability insurance.
- 401K.
- Paid time off.
- Paid holidays.
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