Welcome to Radin Health

A premier Healthcare IT Software as a Service (SaaS) provider specializing in revolutionizing radiology workflow processes.

Our cloud-based solutions encompass Radiology Information Systems (RIS), Picture Archiving and Communication Systems (PACS), Voice Dictation (Dictation AI) and Radiologist Workflow Management (RADIN Select), all powered by Artificial Intelligence. We are an innovative, forward-thinking Company with AI-Powered Solutions.

Join Our Team! We Are Looking for Talent

A passionate and committed Director of Support / Chief Customer Officer Responsible for overseeing the customer support department, ensuring high-quality service delivery, and leading the support team to meet business objectives.

This role requires a combination of leadership, strategic planning, and technical knowledge to optimize support processes, enhance customer experience, and drive efficiency.

Will work closely with cross-functional teams, including product development, operations, and sales, to ensure seamless support operations and continuous improvement.

Key Responsibilities

Leadership & Strategy

Develop and implement the overall support strategy aligned with business goals.

Lead, mentor, and manage the support team, ensuring continuous training and development.

Establish KPIs and performance metrics to evaluate support team effectiveness.

Foster a customer-centric culture and ensure high levels of customer satisfaction.

Collaborate with senior management to align support services with company objectives.

Operations & Process Improvement

Optimize support workflows, including ticketing systems, escalation procedures, and service-level agreements (SLAs).

Implement automation and AI-powered support tools to enhance efficiency.

Develop and manage support documentation, FAQs, and knowledge bases to improve self-service options.

Identify and resolve recurring customer issues through root cause analysis.

System & Infrastructure Knowledge

Cloud Platforms: AWS, Azure, GCP (especially services related to databases, storage, and compute instances).

Networking: DNS, VPNs, firewalls, load balancers, NAT gateways, and troubleshooting network latency issues.

Interoperability: HL7, FHIR

Server management: Windows server management and support, virtual server setup and support

Relational databases: SQL, MySQL, PostgreSQL, mongoDB

Security & Compliance: Authentication protocols (OAuth, SAML, JWT), SOC 2 compliance, encryption, and data protection policies.

Customer Engagement & Communication

Act as an escalation point for high-priority customer issues and ensure timely resolution.

Communicate with customers regarding service changes, updates, and resolutions.

Gather and analyze customer feedback to improve support processes.

Ensure that customer support interactions align with the company’s brand and communication style.

Technical & Product Knowledge

Maintain in-depth knowledge of the company’s products and services.

Work with the product and engineering teams to relay customer feedback and recommend improvements.

Stay updated on industry trends and emerging support technologies.

Compliance & Risk Management

Ensure adherence to compliance, security, and regulatory standards.

Develop policies for handling sensitive customer data and privacy concerns.

Implement disaster recovery and risk management plans for support operations.

Reporting & Analytics

Generate reports on support team performance, customer satisfaction, and issue resolution times.

Use data analytics to identify patterns, trends, and areas for improvement.

Present findings and strategic recommendations to executive leadership.

Required Skills

Leadership & Management

Strong leadership and people management skills.

Ability to motivate and mentor teams to achieve performance goals.

Experience in hiring, training, and evaluating support staff.

Technical Proficiency

Knowledge of support tools like Jira Service management or similar platforms.

Familiarity with CRM and ticketing systems.

Understanding of databases, APIs, and cloud services (AWS, Azure, GCP).

Ability to analyze and leverage support data for decision-making.

Customer Service & Communication

Exceptional verbal and written communication skills.

Strong problem-solving abilities and a proactive approach to issue resolution.

Experience handling customer escalations and crisis management.

Process Optimization & Automation

Experience implementing AI-driven support tools (e.g., chatbots, automation).

Knowledge of ITIL frameworks and best practices in support operations.

Familiarity with Six Sigma or similar process improvement methodologies.

Strategic Thinking & Decision Making

Ability to align support strategies with business objectives.

Experience in budgeting and resource allocation for support operations.

Strong analytical skills to interpret customer data and make data-driven decisions.

Preferred Qualifications

Bachelor’s or Master’s degree in Business, IT, Computer Science, or a related field.

8+ years of experience in customer support or technical support roles.

3+ years in a leadership position (e.g., Head of Support, Support Manager, Director of Support).

Experience in SaaS, healthcare, fintech, or other tech-driven industries is a plus.

Success Metrics for the Role

Customer Satisfaction (CSAT) Score: Maintain a high CSAT rating.

First Response Time (FRT): Reduce the time taken to acknowledge and respond to support queries.

Resolution Time: Improve efficiency in resolving customer issues.

Ticket Deflection Rate: Increase self-service resolution rates.

Employee Retention & Engagement: Ensure a motivated and skilled support team