ABOUT THE COMPANY Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting wheel. com wheel. com. ABOUT THE ROLE As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty. You will be responsible for developing and implementing strategies to modernize customer support operations — including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (e. g. , resolution time, first-response time, contact deflection), and support the growth of our platform. WHAT YOU'LL DO - Lead and inspire a high-performing customer support team. - Foster a positive and collaborative team culture focused on delivering exceptional service. - Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce. - Develop and execute a customer support strategy aligned with company goals. - Continuously assess and improve customer support processes to enhance efficiency and effectiveness.
- Implement industry best practices to ensure the highest standards of service delivery. - Lead the transformation of Wheel's customer support function through AI-powered tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots, in order to reduce resolution time and improve first-contact resolution. - Own Patient NPS as a core success metric — identify friction points in the patient support journey and design AI-enabled and process interventions to systematically improve satisfaction and loyalty. - Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors and in-house solutions for customer support, ensuring compliance with HIPAA and Wheel's data-privacy and security standards. - Build a measurement framework connecting AI/automation initiatives to concrete support KPIs (resolution time, response time, ticket volume per agent, deflection rate, CSAT/NPS) and report on ROI to the executive team. - Champion change management and training programs to help the support team adopt new AI tools effectively, balancing automation with the human judgment needed for sensitive patient interactions. - Gather customer feedback and insights to inform product development and enhance user experience. - Define and monitor key performance indicators (KPIs) for the customer support team. - Analyze customer support data to identify trends and areas for improvement. - Provide regular reports and updates to the executive team on customer support performance, including AI/automation-driven improvements. - Collaborate with other departments, including Network Operations, Clinical, Product Development and Customer Success, to ensure a seamless and unified customer experience. WHO YOU ARE - 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations. - 5+ years of experience leading and managing high-performing customer support teams. - 5+ years experience using customer service and customer experience (CX) software (e. g. Zendesk) - Established track record of using data and technology (including AI/automation) to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT.
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