Director, Customer Support
Heartflow· Customer Support
Hybrid (Austin, TX)$180k - $220kFull-timePosted 4w ago
About the role
Lead a team to deliver world-class support for Heartflow’s SaaS medical technology, coordinating cross-functional efforts to resolve issues, gather customer feedback, ensure regulatory compliance, and deliver an outstanding end-to-end customer experience.
Responsibilities
- Lead a team of customer support specialists to ensure Heartflow’s customers have excellent experience with our SaaS non-invasive medical technology.
- Grow talent within the support team. Identify needed skills, upskill team members, coach and mentor individuals for success.
- Define strategies to scale customer support efficiently with commercial growth.
- Develop and maintain training, tools, and processes to improve customer satisfaction and first contact resolution or efficient escalation.
- Collaborate with other team members to ensure our technology, tools, and business systems are optimized for servicing our customer.
- Take a data-driven approach to monitoring and improving customer satisfaction. Identify signals that Heartflow’s commercial team can proactively take action upon to improve customer experience and adoption.
- Define, track, and deliver on KPIs and metrics.
- Provide input to customer-facing product update plans and ensure adequate preparation to support and train customers and field team members for new product features.
- Identify and report on trends across all customer feedback/complaints to provide voice-of-customer to Product and Engineering teams to help prioritize improvements and defect corrections.
- Lead and define cross-functional requirements to meet service levels, processes, escalation, and resources to support our customers’ needs.
- Ensure all support and activities comply with medical regulatory standards.
Qualifications
- BS or BA degree or equivalent in related experience. Medical or technical training preferred.
- 8+ years of management experience.
Skills
Required:Project and personnel managementCustomer-facing communicationData analysis and trend identificationCRM and ticketing systemsRegulatory compliance knowledge
Benefits
- Bonus
- Equity
Last updated Sep 28, 2026. Interested? Apply on the company site.
About Heartflow
Decisive Coronary Care
Heartflow’s vision is to transform CAD from the leading cause of death into a disease that can be managed for life.
CCTA ResourcesRoadmap AnalysisFFRCT AnalysisPlaque AnalysisHeartflow OneHeartflow One PlatformMeasurable Impact
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