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Adonis · 1 day ago

Director, Customer Support

New York, NY

Full-time

Hybrid

Director/Executive

$170K/yr - $200K/yr

8+ years exp

Adonis is the leading AI Orchestration platform for healthcare payments, and they are seeking a Director, Customer Support to enhance their Customer Experience team. The role involves building a data-driven support organization, diagnosing customer needs, designing technical support infrastructure, and leading teams through incident resolution to improve product reliability and customer trust.

Artificial Intelligence (AI)Health CareInformation TechnologySoftware

Responsibilities

Develop a deep understanding of how customers use Adonis across diverse RCM workflows, integrations, and AI-driven use cases

Diagnose customer issues holistically — distinguishing between product gaps, configuration challenges, workflow misalignment, and true technical defects

Use customer interaction data, support trends, and incident patterns to surface root causes rather than treating symptoms

Partner with Client Success and Implementations to anticipate support needs based on customer maturity, usage patterns, and risk signals

Design and evolve scalable technical support infrastructure, including case management workflows, escalation paths, SLAs, and incident response models

Implement tooling and processes that support reliability, observability, and auditability

Ensure support systems evolve alongside product complexity and AI capabilities

Define and track support KPIs such as response time, resolution time, backlog health, and repeat issues

Build dashboards and reporting for real-time visibility

Use data to prioritize tooling, automation, and self-service investments

Own high-severity escalations and critical incidents

Lead structured incident response and post-incident reviews

Drive root-cause analysis and durable fixes

Partner with Product and Engineering to influence roadmap priorities

Advocate for supportability and operational readiness in product design

Coordinate with Client Success and Implementations for clean handoffs

Hire, mentor, and develop a high-performing Client Support team

Build training programs and clear career paths

Foster a culture of ownership and continuous improvement

Qualification

Technical Support InfrastructureData-Driven Decision MakingIncident ManagementCustomer Support ExperienceComplex Systems IntegrationTeam LeadershipCommunication Skills