Customer Support Director
About The Position
Who We Are
At MEDvidi, we are revolutionizing mental health care by making it more accessible and affordable across the United States. Our mission is to eliminate barriers to mental health support, ensuring that everyone can access the care they need.
Using innovative telehealth technology, we connect patients with qualified healthcare providers who deliver personalized mental health solutions. From the convenience of their homes, patients can easily find a provider, schedule and attend appointments, and manage their care through a seamless Patient Portal.
This transformative approach is powered by the MEDvidi team—a 100% remote, global, and diverse group of professionals working across multiple time zones. Our team thrives on collaboration and is enriched by the unique perspectives, experiences, and ideas of its members. United by a passion for making a real impact on people’s mental health, we are the driving force behind MEDvidi’s mission and success.
MEDvidi is seeking a Customer Support Director to lead our customer support operations with precision and care. This role is pivotal in ensuring that our patients and healthcare providers receive outstanding support, contributing to the mission of delivering accessible and affordable mental healthcare.
Requirements
- 7+ years in a Director of Customer Service role or equivalent.
- 5+ years of experience in a direct patient care setting.
- Proven success in managing remote and multicultural teams.
- Strong leadership, management, organization, and decision-making skills.
- Communication and conflict resolution
- Expertise in data analysis and performance metric
- Proficiency in working tools like Google Suite, Slack, and Notion, and professional tools like Intercom, Tableau, Lookerstudi etc.
Responsibilities
- Align customer support strategy with company goals, define KPIs, and manage the budget.
- Lead a remote, global team, ensuring training, recruitment, and talent retention.
- Enhance customer satisfaction, resolve escalations, and gather feedback for improvements.
- Improve support processes, implement AI tools, and explore new customer channels.
- Collaborate with cross-functional teams and manage vendor relationships.
- Ensure compliance with healthcare regulations, maintain support quality, and oversee crisis management.
- Use analytics to monitor trends, guide decisions, and report on performance.
- Advocate for the customer and foster a customer-centric culture across the organization.
Benefits:
- Healthcare insurance
- Dental insurance
- Vision
- 401 (k)
- PTO (15 days)
- Medical leave (15 days)
- 3 wellness days
Apply for this position
Ready to join?
- Explore open roles and apply
- Talk to our HR manager
- Talk to our Head of MedOps
- Get an offer!