Director of Product Support
CareFeed · Chicago, IL
About this role
**Director of Product Support** **About Carefeed:** Carefeed is an all-day, everyday advantage in senior living and long-term care. The platform helps communities replace paperwork, spreadsheets, and multiple point solutions with one easy-to-use platform. Built for senior care, Carefeed works seamlessly with EHRs and HRIS platforms to reduce manual work, improve communication, and give staff more time for residents. **About the Role:** We're looking for an experienced leader for our customer-facing technical support team. You'll lead our team of client support specialists, shape the processes and tools needed for success, and provide outstanding service to our clients. This is a hands-on, highly technical, and customer-facing role. You'll spend your first weeks learning Carefeed's products, integrations, and internal logic while solving client issues and improving team processes. You'll join our engineering leadership team to identify recurring issues and emerging themes. *Note: This role is not responsible for Carefeed's internal IT helpdesk.* **Key Responsibilities:** **Lead and Grow the Team** • Hire, coach, and develop client support specialists • Raise technical standards and maintain consistent operational excellence • Create a culture of ownership and empathy for caregivers under pressure **Own Client Support and SLAs** • Define and maintain KPIs: first response time, resolution time, first-contact resolution, backlog age, reopen rate, and CSAT • Own support workflows: inbox management, routing, macros, help center content, and AI-assisted resolution • Partner with Implementation and Customer Success on smooth handoffs • Build reporting on support health, defect trends, and at-risk accounts **Own Escalations and Production Incidents** • Manage escalation and incident triage, severity classification, and customer communication • Bridge support and engineering during production issues
Listing freshness
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