Director of Customer Support

Job Description

Job Description

Description :

Director of Customer Support

Location : United States - Remote

Reports to : SVP of Operations

About Procurement Partners

Procurement Partners is a leading Procure-to-Pay (P2P) SaaS platform purpose-built for healthcare and senior living organizations. Its cloud-based platform streamlines purchasing, invoice processing, and payment workflows, giving organizations full visibility and control over spending. By automating manual tasks and enforcing compliance with contracts and budgets, Procurement Partners helps customers cut costs, improve operational efficiency, and free up staff to focus on patient and resident care.

Backed by private equity, we are scaling rapidly and need strong operational leaders who can build high-impact, customer-centric teams. If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!

About the Role

The Director of Customer Support will own the vision, strategy, and execution of the global support organization. This leader is responsible for ensuring customers receive best-in-class technical and product support while scaling operations for efficiency, AI-enabled deflection, and measurable outcomes. The Director will partner closely with Customer Success, Implementation, Product, and Engineering to drive customer satisfaction, retention, and margin efficiency across the post-sale lifecycle. This role requires a strategic mindset, operational excellence, and a passion for building high-impact, customer-centric teams in a rapidly scaling environment.

What You’ll Do

Leadership & Strategy

• Define and execute the multi-year support strategy, balancing high-touch service with scalable digital support.
• Build and lead a high-performing support team (Tier 1–3, escalation, knowledge management, AI / chatbot support).
• Develop metrics-driven support operations aligned to gross retention (GRR), net retention (NRR), cost-to-serve, and margin efficiency.

Customer Experience & Operational Excellence

Cross-Functional Partnership

People & Performance

Requirements : Qualifications

Success in Year 1

90% while improving operational efficiency.

Procurement Partners Hiring Practice

We value diversity at Procurement Partners. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.