Director, Customer Support

Job description

**We Breathe Life Into Data** At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the [Healthcare Map](https://www.komodohealth.com/technology/healthcare-map?hsLang=en) — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way. **The Opportunity at Komodo Health:** The Director, Customer Support will lead Komodo Health's front-line support organization, the first stop for any technical or data issue our customers encounter. This is a hands-on role: you'll manage a team of support professionals while ensuring continuous improvement of the customer experience. The ideal leader will bring a combination of strategic vision, operational excellence, and a deep commitment to customer success. **Looking back on your first 12 months at Komodo Health, you will have accomplished…** - Raised the team's independent issue resolution rate significantly - Built a clear, transparent triage and escalation process with defined timing and ownership - Partnered with analytics, engineering, and product to close the loop on recurring issues - Coached the team to troubleshoot claims and healthcare data issues with real domain fluency - Rolled out AI-enabled intake and triage processes across the team - Defined and executed the global support strategy to meet evolving customer needs and business objectives **These are the essential job duties you will be responsible for:** *Operational Excellence* - Analyze the root causes behind unresolved issues and build a concrete plan to raise containment - Establish and track KPIs including resolution rate, containment rate, and response times - Continuously improve how issues are triaged, escalated, and closed out *Customer & Data Advocacy* - Serve as the front door for customer issues, technical and data-related, including delivery gaps from the SA team, data trends, and product bugs - Escalate the right issues to engineering and product with enough context to move fast *Team Management* - Manage a team of support ICs directly, coaching and training day-to-day - Build the skills and judgment needed to handle claims data and healthcare customer issues independently - Manage resourcing, including offshore team members where applicable *Cross-functional Collaboration* - Work with analytics, engineering, and product leads to fix triage and escalation gaps - Represent support in conversations about product and data quality issues that affect customers **What you bring to Komodo Health (required):** - 8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people at least - Background spanning engineering, business analysis, or solutions architecture over customer success - Experience with claims data or working with life sciences/healthcare customers - Track record of improving issue containment and building escalation processes cross-functionally - Strong business judgment: able to turn customer pain points into concrete action plans - Familiarity with customer operational support systems; examples include Jira Service Management, Salesforce Service Cloud, etc. - Experience managing offshore or distributed team members globally **Expectations of AI use in this role:** - Use AI tools (Claude, Zendesk, etc.) to triage incoming issues, surface patterns, and speed up root-cause analysis - Builds and evaluates AI-enabled intake and support workflows as part of the core operating model, not as a side project #LI-Remote The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands. The starting annual base pay for this role is listed below. This position may be eligible for performance-based bonuses as determined in the Company’s sole discretion and in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy. San Francisco Bay Area and New York City: $167,000—$197,000 USD All Other US Locations: $145,000—$175,000 USD **Komodo's AI Standard** At Komodo, we're not just witnessing the AI revolution – we're leading it. This is a pivotal moment in time, where being first to market with AI transforms industries and sets the bar. We've already established industry leadership in leveraging AI to revolutionize healthcare, and we expect every team member to contribute. AI here isn't optional; it's foundational. We expect you to integrate AI into your daily work – from summarizing documents to automating workflows and uncovering insights. This isn't just about efficiency; it's about making every moment more meaningful, building on trust in AI, and driving our collective success. ***Join us in shaping the future of healthcare intelligence.* Where You’ll Work** Komodo Health has a hybrid work model with hubs in San Francisco, New York City, and Chicago. Roles vary — some can be performed from anywhere in the country, others are scoped to a specific region, and some are based near one of our hubs. For hub-based Dragons, we're building intentional in-office rhythms alongside the flexibility that's core to how we work. Whatever your setup, expectations will always be clear before you join. **Equal Opportunity Statement** Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. By submitting your application, you acknowledge that you have read and understand Komodo Health’s [Privacy Notice for Employees and Contractors](https://www.komodohealth.com/privacy-notice-for-employees-and-contractors/). *This notice explains how we collect, use, and retain applicant data.*