Director Of Customer Support (remote) - Remote Eligible
Maximus
Director Of Customer Support
Maximus is headquartered in Santa Monica, and this role is available remotely (US/CAN). Maximus is a mission-driven consumer performance medicine telehealth company that provides men and women with content, community, and clinical support to optimize their health, wellness, and hormones. The company has achieved profitability, an 8-figure annual recurring revenue, and is doubling year over year with a strong cash position. Maximus has raised $15M from top Silicon Valley VCs such as Founders Fund and 8VC as well as leading angel investors/operators from companies like Bulletproof, Tinder, Coinbase, Daily Stoic, & Shopify.
About the Role
We are seeking a Director of Customer Support to lead and scale our CS team into the next phase of growth. This leader will be responsible for patient experience, team performance, and operational efficiency. They will partner cross-functionally with Product, Operations, Clinical, and Supply Chain to improve workflows, reduce friction, and deliver best-in-class patient service. This is a critical leadership role that requires both strategic vision and operational excellence.
Key Responsibilities:
Leadership & Team Development
Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads).
Establish clear performance standards, career ladders, and coaching/development/training programs.
Operational Excellence & Scaling
Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management.
Implement automation, macros, and tools to improve efficiency and scalability.
Introduce QA programs, escalation frameworks, and training processes to standardize excellence.
Cross-Functional Leadership
Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain.
Drive feedback loops: identify top patient pain points and work with teams to resolve root causes.
Represent CS in leadership discussions, ensuring patient experience is embedded in strategic decisions.
Patient Experience & Retention
Ensure a seamless, empathetic, and efficient experience across all patient touchpoints.
Partner with Product and Finance teams to improve LTV by driving retention and engagement.
Strategic Planning
Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume.
Design the org structure, systems, and processes required to scale cost-effectively.
Prepare CS reporting and insights for leadership, board, and investors.
Qualifications:
8+ years in Customer Support with 3–5+ years leading teams at scale both onshore and offshore
Must have experience leading Customer Support in a DTC (direct-to-consumer) company
Must have experience leading Customer Support in a Telehealth company
Proven track record scaling CS/Support orgs of 20+ reps in a high-growth company (healthcare or tech a plus).
Strong operational and systems orientation: workforce management, QA, automation, process design.
Excellent cross-functional collaborator with Product, Ops, Marketing, and Clinical teams.
Data-driven and analytical; comfortable using metrics to manage performance.
Customer-first mindset combined with business pragmatism.
Experience with Intercom, Zendesk or similar CS platforms required.
Why Join Us
Play a pivotal role in shaping the patient experience for tens of thousands of people.
Build and scale a world-class CS team in a company growing rapidly.
Collaborate with a mission-driven team focused on health, performance, and longevity.
World-Class Benefits:
Premium Blue Shield Platinum PPO & HMO Plans (up to 80% premium coverage)
Full Suite: Medical, Dental, Vision, Life Insurance
Best-in-class 401K options
Flexible vacation/time-off policies
Liquidity of options whenever available
Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)