What are the responsibilities and job description for the Director of Client Support position at Specialist Direct?
About Specialist Direct
Founded in 2015, Specialist Direct (SDI) is the number one, fastest growing organ transplant telehealth company in the US. Our award-winning, cloud-based diagnostic solutions have been instrumental in improving organ utilization and increasing organ placements. With a national network of top specialists, SDI delivers more accurate medical assessments, saving lives across America.
The Role
As our Director of Client Support, you will play a pivotal role in leading our 24/7 Client Support team, directly impacting the success of our organ transplant clients, leading to improved organ placement rates and patient outcomes. The ideal candidate is an experienced, solution-oriented leader who thrives in a fast-paced, startup environment and can confidently handle direct client interactions when escalations occur. You will manage a team, streamline processes, and ensure that every part of our workflow—from diagnostic reporting to client communications—runs smoothly.
This position offers flexibility with hybrid work and limited travel, but also requires availability for after-hours escalations. You will report directly to the VP of Operations and collaborate with medical professionals, stakeholders, clients, and a growing team.
Key Responsibilities
- Lead and optimize Client Support operations, driving efficiency and improving response times to enhance organ placement rates and save lives.
- Quickly take ownership of an existing team & processes.
- Oversee escalations and critical situations on a 24/7 schedule with confidence, ensuring quick resolution while maintaining strong client relationships.
- Direct a distributed team of Client Support Specialists.
- Foster growth and training within the Client Support team, providing leadership & mentorship.
- Partner with the Director of Client Success to ensure new client expectations are exceeded as they are onboarded and begin utilizing our technologies.
- Collaborate closely with medical specialists, transplant centers, and organizational partners to ensure the seamless execution of diagnostic processes.
- Manage ad-hoc projects, continuously improving our Client Support best practices.
Required Skills & Qualifications
- Minimum 10 years of experience leading Client Support or operational teams within healthcare, telemedicine, or a SaaS related field.
- Expert decision-making abilities in high-priority, fast-paced environments, with a proven track record of leadership in healthcare or telehealth operations.
- Extensive experience with direct, high-touch, high-priority client interactions.
- Expertise in operational process improvements, particularly in enhancing client confidence when utilizing our technologies.
- Extensive proficiency in the use of technology to manage workflows, with experience in training teams on new tools and processes.
- Excellent communication and problem-solving skills, with the ability to anticipate and prevent issues proactively.
- Bachelor’s degree required, with additional certifications or advanced degrees in healthcare administration or a related field preferred.
- Familiarity with organ donation or transplant services is a strong plus.
Benefits & Perks
- Competitive compensation package, including salary, medical/dental benefits, 401(k), and the opportunity for bonuses and stock options.
- Flexible, hybrid work schedule.
- Unique opportunity for professional growth and rapid advancement in an early-stage, high-growth company making a real difference in healthcare.