Wheel provides everything companies and clinicians need to deliver virtual care. Backed by Lightspeed and CRV.
About the role
As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty. You will be responsible for developing and implementing strategies to modernize customer support operations — including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (e.g., resolution time, first-response time, contact deflection), and support the... Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations
- 5+ years of experience leading and managing high-performing customer support teams
- 5+ years experience using customer service and customer experience (CX) software (e.g. Zendesk)
- Established track record of using data and technology (including AI/automation) to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT
- Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools (e.g., conversational AI, automated ticket routing, agent-assist platforms)
- Excellent communication and interpersonal skills
More about this role
Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com .
As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty. You will be responsible for developing and implementing strategies to modernize customer support operations — including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (e.g., resolution time, first-response time, contact deflection), and support the growth of our platform.
Lead and inspire a high-performing customer support team.
Foster a positive and collaborative team...
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