Director of Customer Support

5 days ago

Montréal, Canada Maximus Health, Inc. Full time

**Maximus is HQ'd in Santa Monica, this role is available Remote (US/CAN)**

**About Maximus**:
**About the Role**:
We are seeking a **Director of Customer Support** to lead and scale our CS team into the next phase of growth. This leader will be responsible for patient experience, team performance, and operational efficiency. They will partner cross-functionally with Product, Operations, Clinical, and Supply Chain to improve workflows, reduce friction, and deliver best-in-class patient service.

This is a critical leadership role that requires both strategic vision and operational excellence.

**Key Responsibilities**:

- ** Leadership & Team Development**
- Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads).
- Establish clear performance standards, career ladders, and coaching/development/training programs.
- **
Operational Excellence & Scaling**
- Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management.
- Implement automation, macros, and tools to improve efficiency and scalability.
- Introduce QA programs, escalation frameworks, and training processes to standardize excellence.
- **
Cross-Functional Leadership**
- Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain.
- Drive feedback loops: identify top patient pain points and work with teams to resolve root causes.
- Represent CS in leadership discussions, ensuring patient experience is embedded in strategic decisions.
- **
Patient Experience & Retention**
- Ensure a seamless, empathetic, and efficient experience across all patient touchpoints.
- Partner with Product and Finance teams to improve LTV by driving retention and engagement.
- **
Strategic Planning**
- Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume.
- Design the org structure, systems, and processes required to scale cost-effectively.
- Prepare CS reporting and insights for leadership, board, and investors.

**Qualifications**:

- 8+ years in Customer Support with 3-5+ years leading teams at scale both onshore and offshore
- ** Must have**:experience leading Customer Support in a DTC (direct-to-consumer) company
- ** Must have**: experience leading Customer Support in a Teleheath company
- Proven track record scaling CS/Support orgs of 20+ reps in a high-growth company (healthcare or tech a plus).
- Strong operational and systems orientation: workforce management, QA, automation, process design.
- Excellent cross-functional collaborator with Product, Ops, Marketing, and Clinical teams.
- Data-driven and analytical; comfortable using metrics to manage performance.
- Customer-first mindset combined with business pragmatism.
- Experience with Intercom, Zendesk or similar CS platforms required.

**Why Join Us**:

- Play a pivotal role in shaping the patient experience for tens of thousands of people.
- Build and scale a world-class CS team in a company growing rapidly.
- Collaborate with a mission-driven team focused on health, performance, and longevity.

**World-Class Benefits**:

- Premium Blue Shield Platinum PPO & HMO Plans (up to 80% premium coverage)
- Full Suite: Medical, Dental, Vision, Life Insurance
- Best-in-class 401K options
- Flexible vacation/time-off policies
- Liquidity of options whenever available
- Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)

Compensation Range: $150K - $190K

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