RxVantage · 4 hours ago
Director of Customer Support
United States
Full-time
Remote
Lead/Staff, Director/Executive
2+ years expRxVantage is a company dedicated to transforming how medical practices engage with life sciences resources to improve patient care. The Director of Customer Support will lead a high-volume support organization, ensuring operational excellence and continuous improvement in customer support operations while collaborating closely with various teams.
Cloud ComputingEnterprise SoftwareHealth CareMedicalSoftware
Responsibilities
Lead, mentor, and develop a high-performing Customer Support organization
Establish a culture of ownership, accountability, and operational excellence
Build and maintain onboarding, training, and certification programs to elevate technical proficiency and consistency
Define clear roles, escalation paths, performance expectations, and career progression within Customer Support
Equip front-line managers to run predictable day-to-day support operations while developing future leaders
Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone)
Standardize ticket intake, triage, prioritization, escalation, and resolution workflows
Define and enforce SLAs, service level targets, and incident response procedures
Monitor ticket volume, backlog health, aging, and response trends to ensure consistent service delivery
Assess current-state processes, design future-state workflows, and implement operational improvements that reduce friction, eliminate redundancy, and support sustainable growth
Drive operational rigor that balances speed, quality, and cost-to-serve
Implement automation and AI-driven workflows to reduce repetitive and manual support work
Develop and execute a knowledge base and self-service strategy that increases ticket deflection
Analyze support data to identify recurring issues and partner with Product to eliminate root causes
Shift the organization toward proactive issue prevention (reducing inbound demand), not proactive relationship management
Continuously evaluate tools, workflows, and documentation to improve efficiency at scale
Partner closely with Product to surface trends, defects, and usability issues impacting support volume and customer experience
Collaborate with Sales to improve pre-sale expectation setting and post-sale support readiness
Serve as the internal voice of support, advocating for product and process improvements that reduce customer friction
Ensure clear escalation and communication paths for high-impact customer issues
Establish and own Customer Support KPIs, including: SLA attainment, First response and resolution times, Backlog health and ticket aging, Escalation rates, CSAT and service quality indicators, Ticket deflection and automation effectiveness
Provide regular reporting to leadership on support performance, capacity, risks, and trends
Pull, analyze, and interpret call data to identify trends, diagnose performance gaps, and drive staffing, coverage, and workflow decisions
Use data to drive staffing models, prioritization, and continuous improvement initiatives
Qualification
Required
2-5 years of experience leading Customer Support or Technical Support teams in SaaS or technology environments
Proven success running high-volume support operations with strong operational discipline
Deep experience with ticketing platforms, automation tools, and support analytics
Deep Proficiency in modern cloud-based phone systems (Zoom Phone or Similar); including call routing, tier or queue configuration, and reporting
Demonstrated ability to improve efficiency, predictability, and customer experience simultaneously
Strong operational and workflow leadership with a track record of applying prior best practices to improve efficiency, scalability, and consistency
Strong leadership, communication, and change management skills
Data-driven mindset with excellent analytical and problem-solving abilities
Preferred
Experience in MedTech or HealthTech a plus
Benefits
Competitive Salary
100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA
Short-term and Long-term Disability
Life Insurance
401k Matching
Work from Anywhere within the US
Flexible PTO
100% Paid Parental Leave
Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period
Charitable donation matching
Company
RxVantage
RxVantage provides cloud-based software that enables efficient communication of medical practices.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$2.75MKey Investors
dRx Capital
2020-01-01Series B
2014-06-01Series Unknown
2011-12-31Series A· $2M
Leadership Team
James Dwyer
Co-Founder | Practice Engagement
Adam Nazar
CTO
Recent News
Company data provided by crunchbase