Director, Customer Support

Adonis is the leading AI Orchestration platform for healthcare payments purpose-built for healthcare organizations seeking to transform their revenue operations. Adonis is headquartered in New York City and raised $31 million in Series B financing in 2024. Our mission is to maximize revenue outcomes that enable healthcare providers to deliver the highest form of clinical care.

Traditional Revenue Cycle Management processes often struggle with inefficiencies costing providers up to 15% or more of their potential revenue. Adonis addresses these challenges by leveraging advanced automation data science and AI to create the infrastructure that RCM teams need to detect vulnerabilities optimize workflows and deploy precise solutions that drive reliable and scalable financial outcomes. Whether identifying issues before they escalate recommending tailored resolutions or automating the deployment of those resolutions Adonis creates a seamless future-proofed approach to RCM.

About the Role:

Adonis is adding a new Director Client Support to our growing Customer Experience this role you will build scale and mature a data-driven technically rigorous support organization that enables customers to operate confidently and effectively on the Adonis platform.

This role owns the support experience end-to-end from diagnosing customer needs and platform issues to designing scalable technical infrastructure to leading teams through complex incident resolution. You will transform Client Support from a reactive function into a proactive insight-driven operational engine that improves product reliability customer trust and long-term scalability.

What Youll Do:

Diagnose Customer Needs & Systemic Issues

• Develop a deep understanding of how customers use Adonis across diverse RCM workflows integrations and AI-driven use cases.
• Diagnose customer issues holistically distinguishing between product gaps configuration challenges workflow misalignment and true technical defects.
• Use customer interaction data support trends and incident patterns to surface root causes rather than treating symptoms.
• Partner with Client Success and Implementations to anticipate support needs based on customer maturity usage patterns and risk signals.

Build & Scale Technical Support Infrastructure

• Design and evolve scalable technical support infrastructure including case management workflows escalation paths SLAs and incident response models.
• Implement tooling and processes that support reliability observability and auditability.
• Ensure support systems evolve alongside product complexity and AI capabilities.

Data-Driven Operations

• Define and track support KPIs such as response time resolution time backlog health and repeat issues.
• Build dashboards and reporting for real-time visibility.
• Use data to prioritize tooling automation and self-service investments.

Technical Issue Management

• Own high-severity escalations and critical incidents.
• Lead structured incident response and post-incident reviews.
• Drive root-cause analysis and durable fixes.

Cross-Functional Partnership

• Partner with Product and Engineering to influence roadmap priorities.
• Advocate for supportability and operational readiness in product design.
• Coordinate with Client Success and Implementations for clean handoffs.

Team Leadership

• Hire mentor and develop a high-performing Client Support team.
• Build training programs and clear career paths.
• Foster a culture of ownership and continuous improvement.

Who You Are:

• 8 years experience in Client Support Technical Support or Customer Operations.
• Proven ability to build and scale technical support infrastructure.
• Strong technical aptitude with complex systems and integrations.
• Data-driven decision maker with excellent communication skills.

The base salary range for this position is $170000 to $200000. Base pay offered may vary depending on job-related knowledge skills and addition to base salary we also offer competitive equity and benefits packages.

Were super excited to be hiring across so many teams and roles at Adonis! Weve gotten a few messages within the past week letting us know that candidates are receivinginterview requests from spam accounts pretending to be our recruiting team here at Adonis. Please be advised that any email you receive from @ is a spam account and not affiliated with Adonis. If youre interested in a role or want to confirm that the emails youre receiving are not spam dont hesitate to reach out to us on Linkedin.

Perks at Adonis

• Competitive Equity Packages
• Employer paid medical insurance
• Employer paid dental insurance
• Employer paid vision insurance
• Employer funded HSA
• Parental Leave
• Commuter Benefits
• Office Lunches Everyday
• Office Snacks
• Generous PTO
• Located in 3 World Trade Center with easy access to all trains and the path and amazing views of the city

At Adonis were super excited to have moved into a new office space. We are a hybrid company where our team members spend time in office to enjoy the exciting perks that we have.

Adonis is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race religion color national origin gender gender identity sexual orientation age marital status disability protected veteran status citizenship or immigration status or any other legally protected characteristics. At Adonis we fully comply with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible inclusive workplace for all individuals.