Director of Customer Support (Remote)

Maximus is HQ'd in Santa Monica, this role is available Remote (US/CAN)

No Agencies

Maximus (https://www.maximustribe.com/) is a mission-driven consumer performance medicine telehealth company that provides men and women with content, community, and clinical support to optimize their health, wellness, and hormones. Maximus has achieved profitability, 8-figure ARR, and is doubling year over year - with a strong cash position. We have raised $15M from top Silicon Valley VCs such as Founders Fund and 8VC as well as leading angel investors/operators from companies like Bulletproof, Tinder, Coinbase, Daily Stoic, & Shopify.

We are seeking a Director of Customer Support to lead and scale our CS team into the next phase of growth. This leader will be responsible for patient experience, team performance, and operational efficiency. They will partner cross-functionally with Product, Operations, Clinical, and Supply Chain to improve workflows, reduce friction, and deliver best-in-class patient service.

This is a critical leadership role that requires both strategic vision and operational excellence.

• Leadership & Team Development

  • Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads).

  • Establish clear performance standards, career ladders, and coaching/development/training programs.
    

• Operational Excellence & Scaling

  • Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management.

  • Implement automation, macros, and tools to improve efficiency and scalability.

  • Introduce QA programs, escalation frameworks, and training processes to standardize excellence.
    

• Cross-Functional Leadership

  • Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain.

  • Drive feedback loops: identify top patient pain points and work with teams to resolve root causes.

  • Represent CS in leadership discussions, ensuring patient experience is embedded in strategic decisions.
    

• Patient Experience & Retention

  • Ensure a seamless, empathetic, and efficient experience across all patient touchpoints.

  • Partner with Product and Finance teams to improve LTV by driving retention and engagement.
    

• Strategic Planning

  • Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume.

  • Design the org structure, systems, and processes required to scale cost-effectively.

  • Prepare CS reporting and insights for leadership, board, and investors.

• 8+ years in Customer Support with 3–5+ years leading teams at scale both onshore and offshore

• Must have: experience leading Customer Support in a DTC (direct-to-consumer) company

• Must have: experience leading Customer Support in a Teleheath company

• Proven track record scaling CS/Support orgs of 20+ reps in a high-growth company (healthcare or tech a plus).

• Strong operational and systems orientation: workforce management, QA, automation, process design.

• Excellent cross-functional collaborator with Product, Ops, Marketing, and Clinical teams.

• Data-driven and analytical; comfortable using metrics to manage performance.

• Customer-first mindset combined with business pragmatism.

• Experience with Intercom, Zendesk or similar CS platforms required.

• Play a pivotal role in shaping the patient experience for tens of thousands of people.

• Build and scale a world-class CS team in a company growing rapidly.

• Collaborate with a mission-driven team focused on health, performance, and longevity.

• Premium Blue Shield Platinum PPO & HMO Plans (up to 80% premium coverage)

• Full Suite: Medical, Dental, Vision, Life Insurance

• Best-in-class 401K options

• Flexible vacation/time-off policies

• Liquidity of options whenever available

• Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)

Maximus is an equal opportunity employer, which not only includes standard protected categories, but the additional freedom from discrimination against your free speech and beliefs, as long as they are aligned with company values. We celebrate intellectual diversity.

Note: We utilize AI note-taking technology during our interview sessions to ensure we capture all answers and details accurately. Candidates are also encouraged to use AI note-takers for their own records if they wish.