Director of Customer Support

iScribe

Health is an AI-powered scribe solution that helps healthcare providers efficiently document patient care and sync data with Electronic Health Records (EHR) systems. Founded in 2015, we are dedicated to reducing provider burnout and improving healthcare efficiency through cutting-edge AI and automation. Our mobile platform streamlines workflows, enabling doctors to focus on patient care while ensuring seamless EHR integration. At iScribe

Health, we empower our employees to make a meaningful impact—both for themselves and the patients we serve.

The Director of Customer Support is a senior leader responsible for delivering a best-in-class, white-glove support experience for healthcare organizations using iScribe

Health. This role combines clinical experience and strong executive communication to support physicians, administrators, and IT teams in complex clinical environments. As a key escalation leader, this individual guides customers through high-impact issues with confidence, transparency, and care—while partnering closely with Product and Engineering to drive continuous improvement. The Director also leads the evolution of iScribe

Health’s support organization through data‑driven insights, modern tooling, and AI‑enabled workflows that enhance efficiency.

Partner with the VP of Customer Support to execute and operationalize the long‑term vision and strategy for Customer Support, ensuring alignment with company goals, customer expectations, and product maturity.

• Define what “world‑class” and “white glove” support looks like across all customer segments
• Establish escalation and communication frameworks
• Ensure support practices scale effectively as the company and customer base grows
• Serve as a senior leader and trusted advisor during critical client interactions

Build, lead, and continuously improve a high‑performing, accountable Customer Support organization.

• Lead, coach, and develop a team of support professionals, including people‑management responsibilities such as onboarding, training, weekly team and 1:1 meetings, performance reviews, and ongoing feedback
• Establish clear expectations, accountability, and ownership across the team
• Actively support career development, growth paths, and succession planning for support team members
• Design and optimize support workflows, SLAs, escalation paths, and coverage models
• Ensure exceptional follow‑up and closure—even when not contractually required
• Maintain operational discipline while preserving a high‑touch, white‑glove customer experience

Translate support and application performance into clear, actionable insights for executive leadership.

• Own support KPIs including response times, resolution times, escalations, and customer sentiment
• Report on application performance trends as surfaced through customer support and client experience.
• Deliver regular executive‑level reporting on support health, risks, and opportunities
• Use data to inform staffing, tooling, process improvements, and product feedback

Act as the voice of the customer internally while holding cross‑functional partners accountable.

• Partner closely with Product and Development to surface bugs, defects, and workflow challenges
• Advocate for customers while maintaining realistic expectations and product integrity
• Participate in prioritization and escalation of critical issues and outages
• Hold development teams accountable for timely resolution and clear communication during incidents

Lead innovation within Customer Support by leveraging technology, automation, and AI.

• Identify opportunities to automate repetitive or low‑value support tasks
• Implement AI‑enabled workflows that improve speed, consistency, and insight
• Continuously evaluate tools and technologies that elevate the support experience

• Clinical background or equivalent healthcare experience strongly preferred
• Experience working with multiple EHR systems and healthcare IT environments
• Proven leadership experience in Health Tech, healthcare SaaS, or…