Director of Customer Support (Remote)

📋 Description

• • Own the end-to-end patient journey: You will be the single-threaded owner of every support interaction that a Maximus patient experiences—from first “how do I start?” question to complex clinical or billing escalations. Your charter is to make each touchpoint feel effortless, empathetic, and outcome-oriented, turning support into a growth lever rather than a cost center.
• • Build and inspire a 25-person powerhouse: You will inherit a blended onshore/offshore team of agents, leads, and first-line managers and transform it into a high-performing unit with clear career ladders, weekly coaching rituals, and a culture that celebrates both patient obsession and operational rigor. Expect to hire, mentor, and when necessary re-shape roles so that every seat is filled by someone who can scale with the company.
• • Architect the next-generation operating model: Patient volume is on track to 2-3X within 24 months. You will design the workforce-management engine (Erlang models, shrinkage assumptions, real-time adherence dashboards) and the tech stack (macros, bots, AI triage, QA automation) required to hit aggressive SLAs without ballooning headcount. Your roadmap will be the reference architecture the company uses for years.
• • Drive cross-functional root-cause eradication: Partner daily with Product to close UX gaps that generate tickets, with Clinical to streamline prior-authorization workflows, with Supply Chain to eliminate “where is my medication?” inquiries, and with Finance to reduce involuntary churn due to billing confusion. You will run monthly “Voice of Patient” reviews that translate ticket themes into prioritized Jira epics and OKRs.
• • Institutionalize data-driven excellence: Define the KPI tree—CSAT, NPS, first-contact-resolution, cost-per-contact, LTV impact—and instrument it in Looker so every agent, manager, and exec can see performance in real time. You will present a concise board-level dashboard each quarter that ties support metrics to revenue retention and patient health outcomes.
• • Champion compliance and empathy in equal measure: Telehealth regulations, HIPAA, and state pharmacy boards set a high bar. You will build QA rubrics and training curricula that ensure 100 % script adherence without ever sounding robotic. When the FDA, state boards, or pharmacy partners audit us, your documentation and SOPs will pass with flying colors.
• • Craft the AI-augmented future: Evaluate and deploy LLM-based chatbots, sentiment analysis, and predictive escalation models that deflect low-complexity contacts and free human agents for high-empathy, high-judgment conversations. You will balance automation with the human touch that our patients—many managing sensitive hormonal health issues—rightfully expect.
• • Shape company strategy from the patient outward: Sit on the executive team as the voice of the patient, influencing pricing, product roadmap, and clinical protocols. Your weekly insights will be required reading for the CEO and will directly inform decisions that affect tens of thousands of lives.