Director of Customer Support

The Company 
 Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day operations. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Director of Customer Support to join our growing team. 
 

What You’ll Do 
The Director of Customer Support will lead and execute a new strategic vision for Cerbo’s current Support team infrastructure.  This role oversees all support operations and is responsible for developing, refining, and scaling the processes and workflows used by the Support team to ensure timely issue resolution, exceptional customer satisfaction, and alignment with service level agreements (SLAs). This includes implementing tools, processes, procedures, and technologies to streamline workflows and enhance the customer experience.  
 

Primary Responsibilities 

• Set the vision, strategy, roadmap and goals for success for the Customer Support team 

• Define and implement scalable support processes that ensure timely and effective resolution of customer issues. 

• Determine and implement the metrics and KPI’s relevant to Cerbo’s customers support goals and initiatives.  

• Develop frameworks and dashboards to monitor and report on key performance metrics, such as response times, resolution rates, and customer satisfaction (CSAT). 

• Define and expand Customer Support best practices, creating an efficient and repeatable model that ensures customers are provided with a best-in-class experience.  

• Increase product adoption, customer loyalty and retention through the provision of prompt and accurate issue resolution including analyzing tickets, call metrics and other performance indicators and delivery strategies to improve service levels as needed. 

• Analyze customer interactions across all channels (chat, email, social media) to identify trends, areas for improvement, and opportunities for automation or process optimization.  

• Work cross-functionally with Product Development and Customer Success Teams to advocate and deliver solutions needed to better the customer experience and reduce support burdens. 

• Own, leverage and challenge support software systems available (Support Ticketing and Phone Systems) to improve and optimize workflows, reporting and customer outcomes.   

• Act as the ultimate escalation point for customer inquiries  

• Focus on team development and performance, implementing training and support initiatives that ensure readiness and resilience within the Support team. 

• Own the integration and optimization of potential AI-driven tools that support our ability to scale processes, including support ticket deflection, sentiment tracking, and faster data-informed decision-making 

• Develop and deliver regular updates on Support team performance to the Executive Team. 

• Partner with external vendors to ensure adherence to SLAs and quality standards. 

• Manage the after-hours weekend schedule and process with third-party call center  

• Help improve and manage the on-going definition of the incident process, clearly defining triage protocols for steps the team needs to take in handling customer incidents.  

What You’ll Bring 

• 8+ years of technical support experience, through a combination of technology, commercial and / or consulting, preferably in Healthcare/IT and/or EHR. 

• Strong work ethic and prior experience leading teams, either in Support, Account Management, or any technical capacity. 

• Creative and result-oriented: your enthusiasm, energy and creative thinking make problem-solving intriguing, while your sense of urgency means you deliver results consistently.  

• Good mediation skills are critical and empathetic interpersonal skills are vital. 

• You are excited about driving and tracking a consistent engagement process with all customers yet demonstrating flexibility where needed.  

• Highly dependable and professional. 

Compensation & Benefits 

• Competitive compensation based on experience 

• Comprehensive health, dental and vision benefits 

• 401(k) plan with matching company contribution 

• Short-term disability & long-term disability insurance 

• Paid Time Off and company holidays  

• Full suite of remote working tools and processes 

Location: 100% Remote 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.