Director of Support - Customer and Technical Services

Synthesis Health

Who We Are

We're a mission and values driven company with tremendous dedication to our customers. Our 100% remote team, spread across the US and Canada, is dedicated to a common goal – to revolutionize healthcare through innovation, collaboration and commitment to our core values and behaviors. The Synthesis team is seeking a highly motivated Director of Support - Customer and Technical Services to join our growing company.

About the Opportunity

Reporting to the Chief of Operations, the Director of Support will lead and develop a world-class customer support organization. The director will be responsible for creating the support strategy, optimizing the support operations, and leading tier 1-3 support teams.

Key Responsibilities:

• Lead the service organization and optimize the entire customer support functions across Synthesis Health's solutions. Key areas of focus include ensuring timely responses in line with SLA goals, optimization of team member efficiencies, and delivering a high-quality customer experience (Best in KLAS).
• Develop and lead a comprehensive member services strategy aligned with the company's vision to deliver best in KLAS experiences, focusing on member satisfaction, operational efficiency and growth objectives.
• Drive Operational excellence in Customer support in pursuit of customer satisfaction and operational efficiency (Best in KLAS).
• Promote a customer-centric culture focused on improvement and customer satisfaction.
• Implement a data-driven methodology with an emphasis on the improvement process, qualifying customer issues, leading towards effective prioritization based on impact, urgency and severity.
• Implement a data-driven closed-loop improvement process, where customer issues and feature requests are categorized within a structured framework that allows for prioritization based on impact, urgency and customer demand.
• Work cross-functionally with Sales, Product Management, Implementations and other teams as needed to advocate for customers to ensure timely issue resolution.
• Champion the development of omni-channel and self-service support solutions, including AI-powered chatbots, online chat, IVR, KB to streamline ticket volume and enhance response efficiency.
• Identify areas of improvement, implement/optimize customer support tools, processes, and workflows leading to enhancing KPI & team performance.
• Ensure compliance with regulatory requirements and implement quality assurance programs.
  
  

About the Right Candidate

We are looking for individuals who have direct experience leading a customer support organization for a SaaS/technology company, particularly in the radiology, teleradiology, or medical imaging space.

Qualifications

• 10+ years of experience in customer support with 5+ years of experience in a leadership role within a SaaS or technology company.
• Proven track record of managing and scaling customer support and technical teams (T1-T3) teams.
• Extensive analytical skills with experience in producing and defining support metrics, KPIs, and other measurable data.
• 5+ years' experience working with Radiology technology (i.e. PACS, worklist management, Clinical reporting).
• 5+ years working in Radiology, Teleradiology or Medical Imaging.
• Strong knowledge of customer support software and integrations, such as Jira, and experience with CRM tools (i.e. Salesforce).
• Excellent interpersonal and communication skills, with the ability to form strong relationships across teams and with customers.
• Demonstrated ability to lead, coach and develop high-performing teams.
• Customer-focused mindset with a passion for delivering an exceptional customer experience.
• Experience building an omni-channel organization (i.e. AI bots, IVR, online chat, ticketing systems).
  
  

You will adhere to our company's values and behaviors and incorporate them in your interactions with colleagues and customers.

Values:

• Clinical service first. 2. Collaborate with our customers. 3. Listen, respect, learn. 4. Innovate to excel.
  
  

Behaviors:

• Be nice. 2. Be creative. 3. Be honest. 4. Be helpful.
  
  

Compensation and Benefits

Compensation is paid in the currency of the country where the individual is hired. For US candidates, the salary is between $140,000 - $160,000 USD and commensurate with experience.

Other benefits include but not limited to: Medical, Dental, Vision, "Use as needed" vacation policy, and participation in our employee option program.