Director Support

About CertifyOS

CertifyOS is building the data infrastructure that powers modern healthcare.

Today healthcare organizations rely on fragmented and outdated provider data. This creates unnecessary administrative work regulatory risk and higher costs across the system. Were solving that problem.

Our API-first platform automates provider licensing enrollment credentialing and network monitoring by connecting directly to hundreds of primary data sources. We help healthcare organizations maintain accurate compliant and reliable provider networks at scale.

Our vision is simple: One API. One provider ID. Frictionless provider data.

Were backed by leading investors and built by a team with deep experience in provider data systems. At CertifyOS we value authenticity accountability collaboration results and openness to feedback. Were building a high-ownership team focused on solving real infrastructure problems that impact millions of patients.

About the Role

Reporting directly to the VP of Operations the Director of Support will be the chief architect and builder of our global support ecosystem. This is a high-impact hands-on leadership role designed for a strategic operator who views Support not as a cost center to be managed but as a strategic value engine to be engineered.

You will be responsible for defining the multi-year vision for customer excellence while simultaneously rolling up your sleeves to build the processes technical infrastructure and feedback loops that allow us to scale. You wont just be managing a team; you will be designing the organizational structure and Product Intelligence loops that move the needle on product quality and customer lifetime value.

What Youll Do

• Strategic Architecture: Design and execute a global support roadmap that transitions the department from a reactive function to a proactive Value Center that drives product adoption and customer health.

• Hands-on Systems Building: Act as the primary architect for our support tech stack (e.g. Zendesk Salesforce AI/LLM integrations). You will personally configure workflows automations and tooling to ensure the team is set up for maximum efficiency.

• AI & Self-Service Leadership: Lead our automation-first strategy by building a robust self-service infrastructure and implementing AI-driven support tools to deflect low-complexity issues and empower customers to find answers instantly.

• Product Intelligence Loop: Build formal processes to translate support data into actionable insights for the Product and Engineering teams acting as a strategic peer to ensure support-driven feedback directly influences the product roadmap.

• Operational Engineering: Define and build the end-to-end customer journey for support. You will move beyond basic SLAs to develop sophisticated Value Metrics that track the impact of support on customer retention and expansion.

• Team Scaling & Mentorship: Recruit train and lead a high-performing global team of managers and individual contributors. You will foster a culture of technical excellence empathy and continuous improvement.

• Resource & Capacity Planning: Own the departmental budget and headcount modeling ensuring we are staffed to meet global demand while maintaining a lean high-output operation.

What Youll Need

• 10 years of experience in Customer Support or Operations with at least 4 years in a leadership role within a high-growth SaaS environment (ideally scaling from Series B to D).

• Proven Builder Track Record: You have personally built and scaled support functions from the ground up. You are as comfortable in a board-room strategy session as you are configuring complex Zendesk triggers or API integrations.

• Technical Sophistication: Deep expertise in the modern support tech stack including advanced administration of CRM and helpdesk tools. Experience implementing AI/LLM solutions in a support context is a must.

• Analytical Mindset: You are obsessed with data. You have a proven ability to use support trends to identify business opportunities and systemic product friction.

• Experience Managing Managers: You have successfully led multi-layered teams and know how to develop leadership talent within your organization.

• Exceptional Communication: The ability to influence executive stakeholders and cross-functional peers (Product Engineering Sales) to align on customer-centric goals.

• High Agency: You thrive in ambiguity and are a self-starter who identifies problems and builds the solution before being asked.

Benefits of Working at Certify

At Certify were building with intention and taking care of the people doing the work.

Your well-being matters to us. We provide 100% coverage of health dental and vision insurance premiums for employees. Our US-based team benefits from unlimited PTO with at least two weeks off each year to India employees are supported with health insurance statutory leave benefits and additional wellness (menstrual) leave for women.

We are an equal opportunity employer committed to building an inclusive environment where everyone feels valued and empowered to do their best work and we welcome applicants from all backgrounds and experiences.

If you require reasonable accommodations during the application process please contact

We are also committed to pay transparency and foster an open culture where compensation conversations are encouraged and respected.

Required Experience:

Director