Client Support Director - Full Time - Hybrid

Client Support Director

Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments, to checking in, to clinical documentation, and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

Experity offers the following:

• Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
• Flexibility - Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
• Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
• Career Development - Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building - We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
• Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Hybrid: Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Job Type: Full time

Compensation: Budgeted between $121,400 and $164,200 dependent upon years of applicable experience.

Responsibilities:

• Lead and scale the Tier I, Tier II, and Tier III (Support Engineering) teams to deliver world-class technical support.

• Provide hands-on coaching, mentorship, and development to frontline support managers and team leads to elevate their leadership capabilities.

• Champion a data-driven, client-first culture that emphasizes accountability, continuous learning, and collaboration.

• Architect and refine escalation pathways and SOPs to ensure fast, consistent resolution across all support tiers.

• Own and evolve the AI-driven support strategy (e.g., chatbots, intelligent routing, predictive deflection tools) to reduce manual effort and ticket volume.

• Collaborate closely with Product, IT, and Engineering teams to align on support tooling, product feedback loops, and issue triage.

• Act as the final point of escalation for critical and complex client issues, ensuring resolution and stakeholder confidence.

• Analyze key support metrics (NPS, CSAT, FCR, RCR) to inform staffing, processes, and customer communication strategies.

• Identify customer pain points and translate them into actionable insights for product and process improvements.

• Other duties as assigned.

Travel:

• Ability to travel as needed

Education and Experience:

• Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience.

• Eight years of experience in client or technical support, with at least 5 years in a leadership role managing managers.

• Proven track record of leading support teams in high-growth or complex environments.

• Strong analytical skills and experience using metrics (NPS, CSAT, CES) to drive team and process improvements.

• Empathetic leader and coach who can mentor new people managers and inspire performance across all levels.

• Excellent communication and cross-functional collaboration skills.

• Demonstrated success in deploying support automation and AI tools (e.g., Intercom, Salesforce Service Cloud) to improve operational efficiency.

• Ability to balance strategic thinking with a hands-on approach.

Preferred:

• Experience supporting B2B SaaS products in the healthcare or regulated industry.

• Familiarity with compliance standards such as HIPAA, SOC 2, or HITRUST.

• Knowledge of ITIL, Six Sigma, or similar service frameworks.

• Experience in health tech is strongly preferred.

Every Team Member Exhibits Our Core Values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.