Senior Director, Customer Support (Open to Internal Applicants Only)

Job Title: Senior Director, Customer Support

FLSA Classification: Exempt

Revision Date: 10/2026

Role Type: Hybrid (Jacksonville/Nashville/Remote)

About Mosai

Mosai™ is the intelligent care coordination platform that brings together the fragmented pieces of healthcare into a clear, connected picture. Like a mosaic, our platform unites data, people, and processes so providers can make better decisions, coordinate care in real time, and deliver improved outcomes. With Mosai, home-based care organizations can thrive in value-based care while giving every patient the right care, in the right place, at the right time. Learn more at https://www.mosai.com/.

Position Summary

The Senior Director, Customer Support is responsible for leading and scaling Mosai’s technical and application support functions, with primary ownership of Application Support and Tier 2 escalation leadership for Customer Support. This role serves as the technical liaison between clients and internal teams, ensuring complex application, data, and clinical workflow issues are resolved efficiently and effectively.

The Senior Director will lead a small, highly technical support team responsible for supporting enterprise customers and coordinating the capture, loading, and validation of client clinical data into Mosai systems. This individual will partner closely with Customer Experience, Product, Data Science, and Engineering to drive issue resolution, root cause analysis, platform improvements, and scalable support processes. The role requires a strong understanding of healthcare workflows, technical support operations, and data integrations, along with the ability to translate client feedback and support trends into actionable product and operational improvements.

Job Duties

• Lead Tier 2 support and escalation efforts for complex client and clinician issues, partnering closely with Customer Experience leadership.
• Own end-to-end Application Support across product, data, and workflow issues for enterprise customers.
• Lead and develop a small, highly technical application support team.
• Serve as the technical liaison for client integrations, coordinating the capture, loading, and validation of client clinical data into Mosai systems.
• Partner with Product, Data Science, and Engineering teams to triage issues, conduct root cause analysis, and drive platform improvements.
• Act as the escalation point for high-impact application, data, and clinical workflow issues.
• Establish and continuously improve processes, tools, and performance metrics to support fast, reliable, and scalable application support.
• Translate client and internal feedback into actionable insights that inform product enhancements and roadmap priorities.
• Collaborate cross-functionally to improve support workflows, customer experience, and operational efficiency.
• All other job-related duties as assigned.
  

Minimum Requirements

• 8+ years of experience in customer support, technical support, or application support within SaaS or healthcare technology environments.
• 3+ years of experience leading technical support, application support, or service delivery teams.
• Experience supporting complex, data-driven or AI-enabled software platforms.
• Strong understanding of healthcare and clinical workflows.
• Experience with data integrations, ETL processes, or clinical data pipelines.
• Demonstrated ability to partner with Product and Engineering teams to troubleshoot issues and improve platform performance.
• Strong communication, prioritization, and escalation management skills, particularly when working with enterprise or clinical customers.
• Ability to analyze complex technical issues, identify root causes, and coordinate effective resolutions.
• Strong organizational and leadership skills, with the ability to manage competing priorities in a fast-paced environment.
• Ability to exercise sound judgment and independently manage complex support challenges.
  Preferred Skills and Experience

• Experience supporting healthcare technology, healthcare SaaS, or clinical software platforms.
• Familiarity with clinical data integrations, data ingestion, validation, and transformation processes.
• Experience supporting AI-enabled or data-intensive software applications.
• Experience collaborating with Customer Experience, Product, Data Science, and Engineering teams.
• Experience establishing application support processes, performance metrics, and scalable operational practices.
• Familiarity with enterprise client environments and complex clinical or operational workflows.
  

Physical Demands of Our Work Environment

• This position uses a computer and other office equipment as needed to perform duties. The in-office noise level in the work environment is typical of that of an office. Frequent interruptions may be encountered throughout the workday.
• The employee is required to either stand or sit, talk and hear frequently, and use repetitive keying or hand motions.
• The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mosai is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible.

Mosai is an E-Verify employer. Your eligibility to work in the United States will be verified through the E-Verify system if you apply and are selected for a position.