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Passage Health · 2 days ago

Head of Customer Support

NYC Hybrid

Full-time

Hybrid

Lead/Staff, Director/Executive

$110K/yr - $150K/yr

3+ years exp

Passage Health is a fast-growing Series A start-up focused on improving autism care through innovative software solutions. The Head of Customer Support will lead a team, manage escalations, and shape the customer experience strategy while collaborating with various departments to enhance service delivery.

Health CareInformation TechnologyMedicalSoftware

Responsibilities

Grow and mentor a high-performing customer support team, fostering engagement, accountability, and a culture of continuous improvement

Serve as the escalation point for complex customer issues — guiding conversations, quickly resolving challenges, and ensuring an exceptional experience

Implement and optimize AI-driven tools that elevate and automate the support experience

Design scalable systems, processes, and knowledge platforms that improve efficiency and customer satisfaction

Partner closely with the Product and Engineering teams to translate real customer feedback into actionable insights that shape the product roadmap

Use data to track performance, uncover trends, and continuously optimize the support function

Qualification

Customer support experienceAI-driven tools implementationLeadership experienceSaaS experienceHealth tech experienceAnalytical mindsetCuriosity for technologyResilienceStrategic mindsetCollaboration skills