Director of Product Support

About the role

Carefeed is seeking an experienced leader to head its customer‑facing technical support team. The Director will guide a group of client support specialists, shape processes and tools, and ensure an outstanding service experience for senior‑care communities using the platform.

Key responsibilities

• Lead and grow a team of client support specialists, handling hiring, coaching and development.
• Raise the technical bar for troubleshooting, log analysis, reproduction steps and ticket quality.
• Create a culture of ownership and empathy, focusing on caregivers under pressure.
• Define and monitor support SLAs and KPIs such as first‑response time, resolution time, first‑contact resolution, backlog age, reopen rate and CSAT.
• Own end‑to‑end support workflow, including inbox routing, macros, help‑center content and AI‑assisted resolution, and ensure smooth handoffs with Implementation and Customer Success.
• Build reporting dashboards that give leadership clear visibility of support performance.

Required profile

• Proven leadership experience managing technical support or customer‑facing engineering teams.
• Strong analytical mindset with ability to identify recurring issues and drive process improvements.
• Excellent communication skills and empathy for end users in senior‑care environments.
• Hands‑on technical aptitude to troubleshoot complex product integrations and internal logic.

Required skills