What You Will Own:

- Support operations: Run the daily heartbeat from Pune on a US shift - staffing, queues, SLAs, escalation, on-call, weekend coverage aligned to US clinic hours.

- Own CSAT, first-response time, time-to-resolution, deflection rate, reopen rate, and ticket-to-MRR ratios. Hit your numbers and publish them.

- Customer cadence: Design and run the cadence model - daily standups with top accounts, weekly health reviews, monthly business reviews for strategic clinics, quarterly executive check-ins. Decide which clinics get high-touch vs. tech-touch and instrument the difference. Own the escalation bridge into Product and Engineering when something is on fire.

- AI-enabled support: Treat AI as a co-worker on every queue. Build, deploy, and continuously tune AI agents (Claude, Cowork plugins, internal tooling) for ticket triage, draft replies, knowledge retrieval over SOAP and billing workflows, post-call summarization, and self-serve deflection. Set targets for AI deflection and AI-assisted handle time, and move them quarter over quarter. Partner with the AI/Platform team to ship support-specific agents that touch real Spry data (charges, SOAP notes, schedules).

- Knowledge & enablement: Own the knowledge base as a living product. Make it the single source of truth for both humans and AI agents. Drive a culture where every novel ticket becomes an article, every article is testable, and our agents (human and AI) measurably get smarter every week.

- Team building: Hire, coach, and grow a multi-shift team of support specialists, billing-savvy reps, clinical-aware reps, and AI ops engineers. Build career ladders. Run a tight performance bar. Be the kind of leader people refer their best friends to work for.

- Voice of customer: Be the loudest, most credible voice of the customer. Run a weekly top-issues review with Product and Engineering. Turn ticket data into roadmap influence. Reduce ticket volume by killing root causes upstream - not just answering faster.

What We Are Looking For:

- Customer cadence operator: You have built and run cadence motions for a B2B SaaS customer base - you know the difference between a QBR that drives expansion and a QBR that wastes everyone's time. You can show us the cadence model you have run before, the segmentation behind it, and the retention numbers that came out the other side.

- AI-native, not AI-curious: You are already using Claude, ChatGPT, or similar daily not as a novelty but as a force multiplier. You have shipped (or directly sponsored) AI workflows in a support org: ticket classification, suggested replies, agent copilots, KB search rewrites, automated summarization. You know what these systems are good at, what they break on, and how to measure them honestly. Bonus if you have experience with agentic tooling (MCP, Claude Agent SDK, Cowork plugins, Zapier-style automations).

- Support leadership at scale: 5-8 years leading customer support of which 2+ at a Head/Director level. You have run a team of 20+ on a US-facing night shift out of India and know how to keep that team energized, retained, and performing. You have lived through a 3x volume year and a platform incident and come out with a stronger team.

- Healthcare or vertical SaaS context: You have supported a regulated, workflow-heavy product before - healthcare, fintech, legal, logistics, or similar. You are not scared of CPT codes, claim denials, payer rules, or HIPAA. If you haven't worked in healthcare specifically, you have a credible plan for ramping fast.

- Metrics-fluent, narrative-strong: You instrument everything. You can defend your numbers to a CFO and tell a story about them to a board. You know when a metric is gaming itself.

- Operator first, manager second: You will jump on a Sev-1 with a top account at 9pm. You will write the first draft of a new macro yourself. You will sit with a rep for a shift to understand a pattern. You lead from the front.

Total Experience: 8 - 10 years