Director of Support - Customer and Technical Services

As the Director of Support - Customer and Technical Services at Synthesis Health, your primary responsibility will be to lead and develop a high-caliber customer support organization. This includes crafting a comprehensive support strategy, ensuring timely responses aligned with SLA goals, and promoting a customer-centric culture. You'll also oversee tier 1-3 support teams while focusing on operational excellence and implementing innovative solutions to enhance the customer experience.

To qualify for the Director of Support - Customer and Technical Services role at Synthesis Health, candidates should have over 10 years of experience in customer support, with at least 5 years in a leadership capacity within a SaaS or technology company. Specialized experience in radiology, teleradiology, or medical imaging is essential. Strong analytical skills, knowledge of customer support software, CRM tools, and a customer-focused mindset are critical qualifications for this role.

The most important experience for the Director of Support - Customer and Technical Services at Synthesis Health is a proven track record in managing customer support organizations within the SaaS or technology sector, particularly in the medical imaging domain. Directed experience leading tier 1-3 support teams and an understanding of radiology technology will be crucial for success in this role.

The Director of Support - Customer and Technical Services plays a pivotal role at Synthesis Health by enhancing customer satisfaction through effective support strategies and operational efficiency. This position promotes a customer-first mentality and implements innovative support solutions, including AI-powered tools, to ensure that feedback and inquiries are addressed promptly. This aligns with our mission to deliver Best in KLAS experiences.

The salary range for the Director of Support - Customer and Technical Services at Synthesis Health varies between $140,000 to $160,000 USD, and is commensurate with experience. In addition to a competitive salary, employees are offered comprehensive benefits, including medical, dental, vision coverage, a flexible vacation policy, and participation in the employee option program.

When answering this question, it's vital to highlight specific strategies that led to measurable improvements, like reduced response times or increased customer satisfaction ratings. Discuss how you analyzed customer feedback, implemented new processes or technologies, and monitored the results.

To answer this effectively, emphasize your data-driven approach. Discuss methods like categorizing issues by impact and urgency, using KPIs to inform prioritization, and the importance of team communication to ensure timely resolutions.

Leadership in customer support is critical; it sets the tone for the entire team's culture. Discuss how strong leaders empower their teams, foster a customer-centric mindset, and actively work toward professional development within their team.

Share key performance indicators (KPIs) such as first response time, resolution rate, customer satisfaction score, and net promoter score. Explain how you’ve used these metrics in the past to identify areas for improvement in your support teams.

Discuss your approach to conflict resolution, highlighting the importance of actively listening to the customer's concerns, demonstrating empathy, and offering a clear path to resolution. Stress the goal of turning negative experiences into positive outcomes.

Focus on your experience in building team cohesion through regular check-ins, utilizing collaboration tools, and ensuring clear communication. Share specific outcomes that illustrate the effectiveness of your management style.

Prepare to discuss specific software and tools you are familiar with, such as CRM systems, ticketing solutions, AI chatbots, or knowledge base management systems. Illustrate how these tools helped streamline processes or improve customer interactions.

Explain the importance of a feedback loop from your customers and staff, and how you leverage this feedback to implement training, enrich knowledge bases, and refine processes. Describe any formal processes you’ve instituted to support this culture.

Your answer should reflect your passion for customer interactions and problem-solving. Highlight how working in customer support allows you to make a significant impact through direct customer relations and continuous improvement of services provided.

Discuss your understanding of different support channels and how they can be integrated for a seamless customer experience. Emphasize the importance of data analysis to determine where to allocate resources and how to prioritize valuable features for these channels.