Director, Customer Support
The Opportunity at Komodo Health:
The Director, Customer Support will lead Komodo Health's front-line support organization, the first stop for any technical or data issue our customers encounter. This is a hands-on role: you'll manage a team of support professionals while ensuring continuous improvement of the customer experience. The ideal leader will bring a combination of strategic vision, operational excellence, and a deep commitment to customer success.
Looking back on your first 12 months at Komodo Health, you will have accomplished…
Raised the team's independent issue resolution rate significantly
Built a clear, transparent triage and escalation process with defined timing and ownership
Partnered with analytics, engineering, and product to close the loop on recurring issues
Coached the team to troubleshoot claims and healthcare data issues with real domain fluency
Rolled out AI-enabled intake and triage processes across the team
Defined and executed the global support strategy to meet evolving customer needs and business objectives
These are the essential job duties you will be responsible for:
Operational Excellence
Analyze the root causes behind unresolved issues and build a concrete plan to raise containment
Establish and track KPIs including resolution rate, containment rate, and response times
Continuously improve how issues are triaged, escalated, and closed out
Customer & Data Advocacy
Serve as the front door for customer issues, technical and data-related, including delivery gaps from the SA team, data trends, and product bugs
Escalate the right issues to engineering and product with enough context to move fast
Team Management
Manage a team of support ICs directly, coaching and training day-to-day
Build the skills and judgment needed to handle claims data and healthcare customer issues independently
Manage resourcing, including offshore team members where applicable
Cross-functional Collaboration
Work with analytics, engineering, and product leads to fix triage and escalation gaps
Represent support in conversations about product and data quality issues that affect customers
What you bring to Komodo Health (required):
8+ years in customer support or technical support, including 4+ years managing a team of 5-10 people at least
Background spanning engineering, business analysis, or solutions architecture over customer success
Experience with claims data or working with life sciences/healthcare customers
Track record of improving issue containment and building escalation processes cross-functionally
Strong business judgment: able to turn customer pain points into concrete action plans
Familiarity with customer operational support systems; examples include Jira Service Management, Salesforce Service Cloud, etc.
Experience managing offshore or distributed team members globally
Expectations of AI use in this role:
Use AI tools (Claude, Zendesk, etc.) to triage incoming issues, surface patterns, and speed up root-cause analysis
Builds and evaluates AI-enabled intake and support workflows as part of the core operating model, not as a side project
#LI-Remote
The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.
The starting annual base pay for this role is listed below. This position may be eligible for performance-based bonuses as determined in the Company’s sole discretion and in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy.
San Francisco Bay Area and New York City:
$167,000—$197,000 USD
All Other US Locations:
$145,000—$175,000 USD