Customer Support Director

Job description

Who are we?

At Movemedical, we build the world’s most advanced enterprise SaaS platform for medical device supply chain automation and field inventory optimization. Our solution powers some of the largest medical device companies in the world.

We’ve achieved strong product-market fit and are growing fast, onboarding enterprise clients and scaling our implementation practice. Our software changes the way healthcare works, and our people make that transformation possible.

We are team-oriented and want each other to be successful; we pull together to accomplish our goals. Glassdoor gives us a 4.³⁄₅.0 and Inc. put us on its Best Places to Work Editor’s List in 2019. Now, we’re looking for a Customer Support Director who’s ready to help us scale and deliver world-class implementations.

Who are you?

You are an experienced SaaS support leader who thrives in ambiguity and loves to build. You’ve led support functions for complex software products, supported enterprise clients, and developed repeatable processes that scale. You’re comfortable driving change, coaching teams, and turning chaos into structure.

You don’t just “handle tickets”, you use support data to drive strategic improvements and prevent future issues.

What will you do?

You will lead the creation of Movemedical’s centralized Customer Support organization. This means owning triage flows, escalation processes, SLAs, tooling, reporting, team structure, hiring, coaching, and performance management. You’ll be a strategic voice on the Client Delivery leadership team and a critical partner to Engineering and Product.

• You will lead continuous improvement in a centralized customer support function using SaaS product support best practices.

• You will generate reports, analyze data, and share insights with internal stakeholders to drive enhancements in product and support performance.

• You will identify key benchmarks, track support trends, and implement changes to ensure consistent progress.

• You will hire, develop, and lead a high-performing team of support analysts focused on customer satisfaction.

• You will adapt to the evolving needs of Movemedical and its growing client base through a dynamic period of scale.

• You will ensure that support coverage and SLA commitments are met reliably and consistently.

• You will act as a key escalation point for customer issues and manage critical cases with clarity and urgency.

• You will develop and implement process improvements that empower customers to support their end users effectively.

• You will collaborate closely with Customer Success leaders and other teams to drive strategic, cross-functional improvements.

What success looks like in your first year:

• SLAs are consistently met across all accounts

• Support processes are documented, visible, and predictable

• Ticket data is actively used to inform product and delivery decisions

• A functioning, reliable support team is in place and performing

• Escalations are rare and handled proactively when they occur

What skills and experience do we expect you to have?

• You have 5+ years leading support for B2B SaaS products, supporting complex enterprise clients

• You have a track record building support orgs: structure, workflows, SLAs, KPIs

• You have deep knowledge of SaaS support best practices and escalation management

• You have hands-on experience with Freshdesk, Zendesk, Jira, or similar tools

• You have strong analytical, problem-solving, and data-driven decision-making skills

• You have the ability to influence stakeholders across all technical and organizational levels

• You have a high sense of urgency and a customer-first mindset

• You have excellent written, verbal, and cross-functional communication skills

• You have experience hiring and leading high-performing, distributed teams

• You have the ability to work independently in a fully remote environment

Bonus if you have:

• Exposure to medical device, supply chain, or mission-critical B2B software

• Experience in high-growth, startup, or scale-up SaaS environments

What character traits do we value?

• You take full ownership and drive accountability at every level.

• You think like a builder and thrive when designing structure from scratch.

• You lead with empathy and coach others to succeed.

• You communicate clearly across technical and non-technical stakeholders.

• You bring clarity and direction to ambiguous, fast-changing environments.

This position may not be a good fit for you if:

• You’ve only worked in IT/internal support or transactional call centers

• You prefer to follow existing systems rather than build your own

• You avoid direct accountability for metrics or escalations

Benefits and Perks

• Amazing team – Helpful, humble, and hungry to grow

• Fitness stipend – We pay you to stay active

• Home office stipend + monthly snack allowance

• Comprehensive health benefits + 401(k) with match

• Remote-first team with flexible hours

• Opportunity to help shape delivery practices at a scaling SaaS company

Compensation

At Movemedical, your base pay is one part of your total compensation package. The salary range for this position is $160,000–$185,000 USD, based on your location, experience, and qualifications.