Maximus · 2 weeks ago
Director of Customer Support (Remote)
United States
Full-time
Remote
Director/Executive
$150K/yr - $190K/yr
8+ years expMaximus is a mission-driven consumer performance medicine telehealth company that provides support for optimizing health and wellness. The Director of Customer Support will lead and scale the customer support team, focusing on patient experience, team performance, and operational efficiency while collaborating cross-functionally to enhance workflows and service quality.
ConsumerHealth CareTelehealth
Responsibilities
Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads)
Establish clear performance standards, career ladders, and coaching/development/training programs
Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management
Implement automation, macros, and tools to improve efficiency and scalability
Introduce QA programs, escalation frameworks, and training processes to standardize excellence
Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain
Drive feedback loops: identify top patient pain points and work with teams to resolve root causes
Represent CS in leadership discussions, ensuring patient experience is embedded in strategic decisions
Ensure a seamless, empathetic, and efficient experience across all patient touchpoints
Partner with Product and Finance teams to improve LTV by driving retention and engagement
Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume
Design the org structure, systems, and processes required to scale cost-effectively
Prepare CS reporting and insights for leadership, board, and investors
Qualification
Required
8+ years in Customer Support with 3–5+ years leading teams at scale both onshore and offshore
Must have: experience leading Customer Support in a DTC (direct-to-consumer) company
Must have: experience leading Customer Support in a Telehealth company
Proven track record scaling CS/Support orgs of 20+ reps in a high-growth company (healthcare or tech a plus)
Strong operational and systems orientation: workforce management, QA, automation, process design
Excellent cross-functional collaborator with Product, Ops, Marketing, and Clinical teams
Data-driven and analytical; comfortable using metrics to manage performance
Customer-first mindset combined with business pragmatism
Experience with Intercom, Zendesk or similar CS platforms required
Benefits
Premium Blue Shield Platinum PPO & HMO Plans (up to 80% premium coverage)
Full Suite: Medical, Dental, Vision, Life Insurance
Best-in-class 401K options
Flexible vacation/time-off policies
Liquidity of options whenever available
Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)
Company
Maximus
Maximus increases your own natural testosterone with a safe & effective doctor-prescribed program.
11-50 employees
H1B Sponsorship
Maximus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (39)
2024 (39)
2023 (50)
2022 (42)
2021 (36)
2020 (42)
Funding
Current Stage
Early StageTotal Funding
$20MKey Investors
Founders Fund
2022-08-10Series A· $15M
2021-05-31Seed· $5M
Leadership Team
Cameron Sepah
CEO
Recent News
Washington Technology
2025-11-23
2025-11-21
2025-11-21
Company data provided by crunchbase