Director, Customer Support

Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That's why we've built Radicle Health as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve. About the Job: Radicle Health is looking for a Director, Customer Support. In this role, you will define and implement a company-wide support strategy and vision, with a focus on scalability, efficiency, and customer experience. You'll work to standardize and operationalize support workflows across teams, in close partnerships with Engineering and Product teams. Who you are: • 10–12+ years in customer support or support operations, including director-level leadership experience. • Proven track record of scaling support organizations through process improvement, tooling, and automation. • Experience working closely with Engineering/Product teams on issue resolution, tooling, or platform improvements. • Experience leading or supporting digital transformation initiatives within support (e.g., AI, automation, self-service). Required Skills • Executive-level leadership and organizational influence. • Expertise in support operations, technology, and workflow optimization. • Ability to communicate strategy, metrics, and outcomes to senior leadership. What you'll be responsible for: • Define and implement a company-wide support strategy and vision, with a focus on scalability, efficiency, and customer experience. Standardize and operationalize support workflows across teams (triage, escalation, incident management, and knowledge management). • Establish strong, structured partnerships with Engineering and Product to improve issue resolution, root cause analysis, and feedback loops. • Drive adoption of new tools, automation, and AI technologies to scale support operations and reduce manual effort. • Build a metrics-driven support organization, defining and tracking KPIs (e.g., SLAs, resolution time, CSAT, ticket deflection). • Develop and maintain internal and external knowledge systems to enable self-service and team efficiency. What we offer: • Unlimited PTO policy • Competitive medical, dental, and vision healthcare coverage • 401k matching • Paid holidays • Volunteer time off • Paid parental leave • Remote work stipend • Compensation: $175,000 - $195,000, Base + Bonus • Location: Remote Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process. Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.