Client Support Director - Full Time - Hybrid

Experity is the leading software and services company for ondemand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700 urgent care clinics across the country. We create maintain and support products to facilitate the complete ondemand healthcare experience: from patients finding clinics and making appointments to checking in to clinical documentation and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing ondemand healthcare for millions of patients across the country.

Experity offers the following:

• Benefits Comprehensive coverage starts first day of employment and includes Medical Dental/Orthodontia and Vision.
• Ownership All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
• Employee Assistance Program This robust program includes counseling legal resolution financial education pet adoption assistance identity theft and fraud resolution and so much more.
• Flexibility Experity is committed to helping team members face the demands of juggling work family and liferelated issues by offering flexible work scheduling to manage your worklife balance.
• Paid Time Off (PTO) Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge relax and spend time with loved ones.
• Career Development Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
• Team Building We bring our Team Members together when we can to strengthen the team build relationships and have fun! We even have a family company picnic and a holiday party.
• Total Compensation Competitive pay quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Hybrid: Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Job Type: Full time

Compensation: Budgeted between $121400 and $164200 dependent upon years of applicable experience.

Responsibilities:

• Hire onboard and develop a highperforming support team across all levels including Tier 1 Tier 2 team leads and support managers.

• Coach and mentor new and tenured managers fostering leadership growth and operational excellence.

• Promote a positive collaborative and clientcentric team culture aligned with company values.

• Design and maintain Standard Operating Procedures (SOPs) and escalation frameworks for consistent support delivery.

• Monitor KPIs and operational metrics across all tiers to ensure service levels efficiency and quality targets are met.

• Ensure proper documentation tracking and resolution of all support cases in compliance with internal SLAs.

• Leverage support automation and AI technologies (e.g. chatbots ticket routing knowledge bases) to enhance efficiency and reduce manual workload.

• Champion selfservice initiatives that empower clients and reduce ticket volume.

• Collaborate with IT and Product to ensure support tech stack is optimized for performance and integration.

• Establish a culture of continuous improvement focused on client satisfaction resolution speed and support quality.

• Act as a final escalation point for complex or sensitive client issues driving timely resolution and accountability.

• Maintain strong relationships with key clients and internal stakeholders to address needs and feedback proactively.

• Identify and communicate client trends pain points and opportunities to inform product and process improvements.

• Drive alignment with crossfunctional teams on change and problem management initiatives.

• Represent the voice of the customer to help shape longterm support strategies and technology enhancements.

• Other duties as assigned.

Travel:

• Ability to travel as needed

Education and Experience:

• Bachelors degree in Information Systems Computer Science or equivalent combination of education and experience.

• Eight years of experience in client or technical support with at least 5 years in a leadership role managing managers.

• Proven track record of leading support teams in highgrowth or complex environments.

• Strong analytical skills and experience using metrics (NPS CSAT CES) to drive team and process improvements.

• Empathetic leader and coach who can mentor new people managers and inspire performance across all levels.

• Excellent communication and crossfunctional collaboration skills.

• Demonstrated success in deploying support automation and AI tools (e.g. Intercom Salesforce Service Cloud) to improve operational efficiency.

• Ability to balance strategic thinking with a handson approach.

Preferred:

• Experience supporting B2B SaaS products in the healthcare or regulated industry.

• Familiarity with compliance standards such as HIPAA SOC 2 or HITRUST.

• Knowledge of ITIL Six Sigma or similar service frameworks.

• Experience in health tech is strongly preferred.

Every Team Member Exhibits Our Core Values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Required Experience:

Director