Senior Director, Customer Support

About Us 

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

The Role

As the Senior Director of Customer Support, you will lead a highly skilled organization that is passionate about driving a great support experience for our customers.  Your knowledge of best practices, tools and processes will enable our team to support SimplePractice as it continues its rapid evolution.  By managing, mentoring and leading a diverse team across multiple locations and countries, you will foster a collaborative and inclusive work environment that embodies continuous learning and growth.

Responsibilities

• Lead and coach through the SimplePractice Vision, Mission and Core Values; uphold the culture by incorporating this into the daily business operations
• Set the vision, strategy, roadmap and goals for success for the Customer Support team
• Oversee growth, service levels and productivity of department members through determining appropriate training, coaching, quality assurance, and developing individual performance
• Use a data enabled approach to inform coaching decisions and actions on both a team and individual level
• Analyze call center metrics and other performance indicators and delivers strategies to improve service levels
• Act as the ultimate escalation point for customer inquiries
• Continuously gather feedback from team members and deliver on internal changes and improvements
• Oversee and manage BPO relationship
• Recommend and help implement a modern Support tech stack to drive a great customer experience  while improving team efficiency
• Plan your team’s headcount in alignment with company recommendations to achieve your objectives
• Proactively recruit a diverse team and execute on overseeing the full hiring process from interviews to offer letter and onboarding
• Closely collaborate with all stakeholders of cross-functional projects and maintain a top-down view of the entire execution

Desired Skills & Experience

• A Bachelor’s degree in business a business discipline (eg. Finance, Accounting, Management, Math, etc), MBA preferred
• 7+ years of leadership experience in Customer Support and Management in a multi-site / multi-channel contact center
• 7+ years of experience growing and scaling an international Customer Support team in a fast-paced environment and a rapid-growth company
• Experience managing and coaching People leaders
• Proficient and strong understanding of workforce management fundamentals
• Familiarity and comfortability facilitating projects and coordinating with multiple stakeholders
• Strong problem solving and structuring skills, with ability to communicate actionable insights
• Startup Savvy. You understand the fast pace, the scrappiness, and flexibility required for success….. and you love it
• Experience with Support Tech Stack - WFM tools, Case Management Software
• Strong communication skills. Through every medium, and everyone you come in contact with, you know how to communicate effectively, elegantly, and with respect, always
• Ability to manage conflict and resolve difficult situations
• Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
• Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
• Outstanding work ethic, ability to perform under pressure, meet deadlines, prioritize and deliver multiple tasks on time

Bonus Points

• Experience in vertical SaaS and/or Healthcare a plus
• B2B experience in the SMB segment or in Direct to Consumer business model
• Experience implementing and leveraging AI tools across support teams (or a curiosity on how it can be leveraged)

Base Compensation Range

$170,000 - $195,000 annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus, equity or commission. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Benefits

We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice. 

For more information about our privacy practices, please contact us at [email protected].