Elation Health

Senior Director / Vice President, Customer Support

Undisclosed

Remote. The employer does not say where candidates may be based.

Location not stated

Employer listed it 5 days ago · Added 2 days ago

First listed 5 days ago and still open.

Salary

$180,000 to $250,000

Location

Location not stated

Timezone

Not stated

Contract

Full-time

Experience

Lead

Remote flexibility

Undisclosed

The listing is advertised as remote but does not state which countries or regions candidates may work from.

Why this role is Undisclosed

We only label a role Work from anywhere, Region restricted or Work from home when the employer's own wording says so. We checked this advert under our current rules and found no country or region eligibility requirement in it. We don't guess, so it stays Undisclosed until the employer publishes enough location information. Here is exactly what the advert left out.

Countries you can work from: Not stated. The advert only gives "Remote", which names no country you must live in.
Whether the work is remote: Never mentioned. The role reached us through a remote job board, but the advert itself doesn't say the work is remote.
Working hours: Not stated. No timezone overlap or set hours are mentioned, so assume nothing either way.

Worth a look all the same. Missing wording is usually a rushed job posting rather than a closed door, so ask where you can be based in your first message, before you write a tailored application.

What the employer says

Source listing states candidate location: "Remote"

What Nomaders makes of it

No residency or region requirement found in the job description
Check with the employer before assuming you can work from abroad

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

About the role

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

We're looking for a Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. This is not a traditional support leadership role—you'll own the end-to-end system that captures, routes, resolves, and learns from every support case, driving both immediate service quality and long-term case prevention through product roadmap influence.

You'll build and scale a new generation of technically-oriented support professionals, create career paths that retain top talent, and establish the operational rigor that scales with our growth. As a key partner to Product and Engineering leadership, you'll translate support insights into product improvements that prevent issues at the source.

If you see customer service as a product to be engineered, love building high-performing organizations, and want to shape how a healthcare technology company serves its customers, this role is for you.

What You'll Do

Drive Operational Excellence & Service Delivery

Own SLA and case-resolution performance for the entire support organization, delivering on time-to-resolution, backlog reduction, and customer satisfaction targets

Build a high-functioning system, team, and operating model that exemplifies exceptional customer service standards

Design and audit the QA framework for AI-assisted case resolution—ensuring teams critically evaluate AI output and maintain quality over speed

Continuously optimize case triage, routing, and escalation systems, including seamless handoff processes to Product Development

Establish business operating procedures for all product support resolution, including monitoring, root cause analysis, and analytics

Report performance metrics to the CPO and cross-functional leadership, making support performance transparent and actionable

Build & Scale the Organization

Redefine the support hiring profile toward a materially more technical standard: professionals who resolve complex issues, reason about underlying systems, discern AI quality, and actively improve support operations for team-wide leverage

Build a credible in-function career ladder with clear levels, competitive compensation, and senior technical leadership roles that create real growth paths

Manage and develop Support Managers, instilling a high-performance culture with clear accountability, coaching rigor, and team development

Own training, enablement, and onboarding infrastructure that brings new hires to technical proficiency rapidly

Scale the team strategically while improving operational leverage—absorbing growth without proportional cost increases

Partner Cross-Functionally & Influence Product Direction

Own the case-to-roadmap feedback loop: translate support data into prioritized, evidence-backed recommendations that prevent future cases at the source

Partner closely with Product Leadership on roadmap prioritization decisions that materially impact case volume—acting as a strategic partner in product direction

Ensure customer feedback via support plays a critical role in the product development lifecycle

Collaborate with Customer Operations leadership to ensure holistic service standards across onboarding, customer success, and support

Engineer Systems for Scale

Requirements

The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.

Benefits

No benefits package published with this listing. Ask about it at first interview.

How to apply

1Check the flexibility label above, undisclosed, matches where you plan to live and work.
2Tailor your CV to the role at Elation Health, mentioning your remote working experience.
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 3d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.