Director - Talent & Performance Management

We are seeking a strategic, execution-focused Director of Customer Support & Experience to build and scale our global support function from the ground up. This leader will be responsible for defining the vision, operating model, and tooling roadmap for our customer support organization — initially for internal users and eventually for external enterprise and consumer users.

You will work closely with product, engineering, and operations teams to establish scalable processes, implement best-in-class support infrastructure, and build a high-performing team culture that delivers outstanding service outcomes across markets. This role is ideal for a leader who thrives in fast-paced, zero-to-one environments and is passionate about creating high-quality support experiences powered by both people and technology.

Develop the operating rhythm, escalation matrices, and workflowsfor Level 1–3 support, across internal and external users.

Phase the build-out starting with internal support (product, engineering, field ops, QA) and scale to external end-user and enterprise support.

Talent & Team Leadership

Define team structure, KPIs, and roles across functions such as support engineering, technical support, service desk

Support Strategy & Performance Management

Build closed-loop feedback systems between support, engineering, and product to ensure resolution quality and continuous improvement.

Cross-functional Collaboration & Experience Design

Partner with Product, Engineering, QA, Customer Success, and Ops teams to ensure seamless resolution of user issues.

Lead the evaluation and decision-making process for building vs. buying the support platform — balancing scalability, integration depth, cost-efficiency, and long-term flexibility.

Integrate support systems with core product backend, CMS, and user identity layers to drive context-aware assistance.

Oversee the creation and continuous improvement of knowledge base articles, how-to guides, SOPs, and FAQ content for both internal and external users.

Enable self-service experiences for common queries and repeat workflows.

Collaborate with the product and content teamsto design contextual in-app guidance and feature onboarding documentation.

10–15 years of experience in customer support, service delivery, or technical operations, with at least 4+ years in a leadership role.

~ Proven track record of building and scaling a support function from scratch or transforming legacy support into a high-performing operation.

~ Strong experience working with product-led, tech-driven platforms(SaaS, HealthTech, FinTech, or consumer platforms).

~ Deep understanding of support performance metrics, quality management, and continuous improvement frameworks.

~ Experience in evaluating and implementing support tooling (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, Intercom) and automation platforms.

~ Strong communication, stakeholder management, and team development skills.

Prior experience in setting up multilingual, cross-regionalsupport teams across different time zones.

Familiarity with support for multi-tenant platforms, complex configuration models, or enterprise onboarding journeys.

Exposure to setting up support analytics dashboards, AI-assisted triage, or integration with help center/LMS platforms.

Experience working closely with product and engineering teams in agile development environments.

We are a health startup with presence in multiple countries

Our clients are at the heart of the Amura protocol, an intensive health program. Our team, composed of brilliant minds in operations, medicine, and marketing, invites you to explore joining us. Our success is evident in our 82+ Net Promoter Score (NPS), and all our business comes organically as people love what we do.

Where is your office?

Work from Office – because great stories are built in person

Do you have an online presence?

(we are @AmuraHealth on all social media)

Great salary, combined with greater growth opportunities

Health insurance for you and your dependents

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