Director of Product Support

About Us: Carefeed is your all-day, everyday advantage in senior living and long-term care. Our platform helps communities replace paperwork, spreadsheets, and multiple point solutions with one easy-to-use platform, so every role has the information and resources they need, every day. Built for senior care, Carefeed works seamlessly with EHRs and HRIS platforms to reduce manual work, improve communication, and give staff more time for residents. From admissions to daily care, we connect teams, families, and residents through role-specific tools that make work easier and care more personal. Trusted by thousands of communities, Carefeed delivers measurable time savings, easy onboarding, and a platform that grows with your needs. We help senior care teams stay organized, lighten workloads, and focus on what matters most, caring for residents and supporting families. About the Role: Carefeed is looking for an experienced leader for our customer-facing technical support team. You'll be responsible for leading our team of client support specialists, shaping the processes and tools the team needs to be successful, and providing our clients with an outstanding level of service. This role is hands on, highly technical and customer-facing. Your first few weeks will be spent learning the details of Carefeed’s products, including our external system integrations, product modules, and internal logic. You will be expected to be able to solve client issues as you work to improve your team’s processes and outcomes. We believe that a critical part of great support is preventing issues from happening again (or at all). You’ll be joining our engineering organization’s leadership team, and you'll work closely with the rest of engineering to quickly identify recurring issues and emerging themes. This role is not responsible for Carefeed’s internal IT helpdesk. Responsibilities: Lead and grow the team Hire, coach, and develop a team of client support specialists. Raise the technical bar — troubleshooting method, log reading, reproduction steps, ticket quality — and hold the team to a consistent operational standard. Create a culture of ownership and empathy. Our users are caregivers under pressure, and our mission is to give them time back – not bog them down in support! Own client support and its SLAs Define and hold the team to KPIs: first response time, time to resolution, first-contact resolution, backlog age, reopen rate, and CSAT. Own the support workflow end to end inbox workflows, routing, macros, help center content, AI-assisted resolution — and partner with Implementation and Customer Success on clean handoffs into steady-state support. Build reporting that gives company leadership a clear view of support health, defect trends, and at-risk accounts. Own escalations and production incidents Own escalation and incident management end to end: triage, severity classification, customer communication, resolution, and post-incident review. Bridge support and engineering during production issues. Serve as the senior point of contact for enterprise and multi-facility customers during high-severity incidents. Scale self-service and internal expertise Build and maintain the knowledge base, runbooks, and troubleshooting guides so answers scale beyond individual people. Drive deflection through self-service content, in-product guidance, and automation; push for the observability and admin tooling that lets support resolve issues without an engineering handoff. Qualifications: Required 7+ years in technical support, support engineering, or customer-facing engineering at a B2B SaaS company, including 3+ years managing a team. \ Proven track record building or scaling a support function — you've defined the SLAs, tiering model, and escalation process, not just inherited them. Strong technical depth: you can read application and API logs, reason through integration failures, write SQL, and hold your own in a debugging conversation with engineers. Experie…