Description
Wheel is hiring a Director, Customer Support to lead and modernize its customer support function for customers and patients. The role oversees team performance and culture, develops support strategy, improves processes and KPIs, and leads the adoption of AI-powered tools such as triage, chatbots, intelligent ticket routing, and agent-assist copilots. The Director will partner with Product, Engineering, Data, Network Operations, Clinical, and Customer Success teams, manage change and training, analyze support data, and report on ROI. The position requires 10+ years of client success or customer support experience, 5+ years leading support teams, and experience with CX software and AI/automation. Compensation is $126,000–$179,300 plus bonus and equity, with medical, dental, vision, retirement, leave, and other benefits.
