HeartFlow
Director, Customer Support
$180K–$220K
Austin, Texas, United States · Director · Full-time · Posted Sep 25, 2026
- Experience
- 8+ years of management experience.
- Education
- BS or BA degree or equivalent in related experience.
About the job
Leads HeartFlow’s customer support team and processes, ensuring a high-quality customer experience and coordinating complaint investigations and cross-functional improvements for its SaaS medical technology.
What you'll do
- Lead, develop, and scale the customer support team, including training, coaching, and support processes.
- Monitor customer satisfaction and KPIs; analyze feedback and complaints and share trends with Product and Engineering.
- Coordinate cross-functional service requirements, escalations, product-update readiness, and regulatory compliance.
What they ask for
- 8+ years of management experience.
- Effective project and personnel management skills, including developing employees.
- Ability to organize and analyze data, track quality records, and summarize data for quality reviews.
- Familiarity with CRM, ticketing systems, SaaS tools, and Excel or other data analysis tools; understanding of applicable regulations.
Nice to have
- Healthcare IT knowledge, including PACS, DICOM, HIPAA requirements, and PHI protections; imaging and CT scanner technology; or coronary physiology.
- Medical or technical training.
Pay
$180,000 to $220,000 USD base salary
Tools
CRM, ticketing systems, SaaS, Excel, PACS, DICOM, 21 CFR 820.198, ISO13485
Model-written summary · the original posting is authoritative