Director, Customer Support | Customer Support | North America | Hybrid or Remote
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.
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.
How You’ll Spend Your Time
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Guide departmental process streamlining by distilling workflow best practices and implementing targeted support process improvements
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Influence and collaborate with cross-functional stakeholders to align support operations with broader business and customer objectives
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Lead the integration of AI-powered tools and automation solutions that enhance support operations and efficiency.
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Utilize support performance metrics and forecasting data to guide workforce planning and resource optimization strategies
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Champion a culture of continuous improvement by leveraging data and verified outcomes to guide support team enhancements.
What Kind of Things We’re Most Interested in You Having
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Previous experience leading and scaling a customer support function within a B2B multi-product company, ideally healthcare SaaS
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Proven success in process optimization, structuring workflow best practices, and coordinating support teams to achieve operational efficiency and excellence
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In-depth knowledge on how to leverage support metrics and forecasting data to inform strategic workforce planning and resource deployment
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Significant, hands-on experience with Zendesk
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Ability to travel across North America up to 20% (passport required)
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A knack for working cross-functionally within a fast paced, customer-centric environment
By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.
RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.
As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [email protected].
Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.
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