Elation Health is a technology platform designed for independent primary care, delivering clinical-first solutions. Backed by Kapor Capital.
About the role
We're looking for a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case, driving both immediate service quality and long-term case prevention through product roadmap influence.
What they're looking for
- 7+ years building or scaling technical support/TSE organizations
- Proven track record running functions against hard SLAs and systematically improving them—not just maintaining baseline performance
- Deep people management experience: Built strong teams, culture, and outcomes, developed high-performing teams through coaching, leadership, and accountability
- Experience building or redesigning support career ladders and leveling frameworks that retain technical talent
More about this role
Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.
We're looking for a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case, driving both immediate service quality and long-term case prevention through product roadmap influence.
You'll build and scale a new generation of technically-oriented support professionals, create career paths that retain top talent, and establish the operational rigor that scales with our growth. As a key partner to Product and Engineering leadership, you'll translate support insights into product improvements that prevent issues at the source.
If you see customer service as a product to be engineered, love building high-performing organizations, and want to shape how a healthcare technology company serves its customers, this...
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