Teams at Elation Health

Leads the end-to-end customer support organization, owning service levels, case resolution, quality, workforce planning, tooling, analytics, and operational scalability. Builds technically skilled teams, career paths, training, and high-performance culture. Partners with Product and Engineering to convert support insights into roadmap improvements and reduce recurring issues. Establishes AI-assisted support quality controls, dashboards, workflows, and feedback loops that improve customer satisfaction, efficiency, and product excellence.

Lead a team of Support Specialists and Support Engineers, owning hiring, coaching, performance, SLA delivery, case quality, triage, escalations, and support operations. Build dashboards, monitor KPIs, analyze case trends, improve workflows, maintain documentation, and implement automation and AI-assisted support processes. Partner with Product, Engineering, and Customer Operations to convert support insights into product improvements and reduce case volume.

The Customer Experience Specialist will enhance physician and patient experiences by leveraging AI-driven solutions, synthesizing insights, and improving customer trust through effective communication and problem-solving.