Senior Director - Customer Support

4 days ago

🇺🇸 United States – Remote

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $170k - $195k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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SimplePractice

WebsiteLinkedInAll Job Openings

ehr • therapy notes • online appointment scheduling • insurance billing • practice documentation

201 - 500 employees

Founded 2012

⚕️ Healthcare Insurance

☁️ SaaS

Description

• At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. • As the Senior Director of Customer Support, you will lead a highly skilled organization that is passionate about driving a great support experience for our customers. • By managing, mentoring and leading a diverse team across multiple locations and countries, you will foster a collaborative and inclusive work environment that embodies continuous learning and growth.

Requirements

• A Bachelor’s degree in business a business discipline (eg. Finance, Accounting, Management, Math, etc), MBA preferred • 7+ years of leadership experience in Customer Support and Management in a multi-site / multi-channel contact center • 7+ years of experience growing and scaling an international Customer Support team in a fast-paced environment and a rapid-growth company • Experience managing and coaching People leaders • Proficient and strong understanding of workforce management fundamentals • Familiarity and comfortability facilitating projects and coordinating with multiple stakeholders • Strong problem solving and structuring skills, with ability to communicate actionable insights • Startup Savvy. You understand the fast pace, the scrappiness, and flexibility required for success….. and you love it • Experience with Support Tech Stack - WFM tools, Case Management Software • Strong communication skills. Through every medium, and everyone you come in contact with, you know how to communicate effectively, elegantly, and with respect, always • Ability to manage conflict and resolve difficult situations • Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects • Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset • Outstanding work ethic, ability to perform under pressure, meet deadlines, prioritize and deliver multiple tasks on time

Benefits

• Medical, dental, vision, life & disability insurance • 401(k) plan with company match • Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays • Mental health resources • Paid parental leave & Backup Care • Tuition reimbursement • Employee Resource Groups (ERGs)