Director, Customer Support

Job description

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 www.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 fr…