Director of Customer Support

About Rad AI

At Rad AI, we’re on a mission to transform healthcare with artificial intelligence. Founded by a radiologist, our AI-driven solutions are revolutionizing radiology—saving time, reducing burnout, and improving patient care. By combining our deep expertise in healthcare and AI and using one of the largest proprietary radiology report datasets in the world, our AI has uncovered hundreds of new cancer diagnoses for patients and reduced the error rate in tens of millions of radiology reports by nearly 50%.

We’ve raised over $140M - including a recent $60M Series C financing round, valuing the company at $525M and led by Transformation Capital, with participation from existing investors including Khosla Ventures and others.

Our latest advancements in generative AI are used by thousands of radiologists daily, supporting more than 1/3 of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. Recognized as one of the most promising healthcare AI companies by both CB Insights and AuntMinnie, and by Deloitte as the 19th fastest-growing company in North America, we are building cutting-edge AI products that make a real impact. If you’re ready to shape the future of healthcare, we’d love to have you on our team!

We believe in putting the customer first. One of our core values is Every Radiologist Matters—and as Director of Customer Support, you will be instrumental in ensuring that our customers' voices are heard, their issues are prioritized effectively, and their experience is seamless and world-class.

As Director of Customer Support, you will:

• Own and optimize the entire customer support function across all Rad AI products (Impressions, Continuity, Reporting), ensuring responsiveness, efficiency, and quality at scale.

• Drive Operational excellence in Customer support in pusuit of customer satisfaction and operational efficiency

• Use metrics to drive decisions—defining, measuring, and iterating on KPIs such as first response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).

• Implement a data-driven closed-loop improvement process, where customer issues and feature requests are categorized within a structured framework that allows for prioritization based on impact, urgency, and customer demand.

• Establish a structured feedback loop with Product, Engineering, and Customer Success to ensure that recurring issues are escalated, addressed, and prevented proactively.

• Create scalable, automated support processes while maintaining a high-touch, white-glove experience for key customers.

• Lead, hire, and develop a high-performing support team, ensuring they have the right tools, training, and motivation to excel.

• Work cross-functionally with Product Management to advocate for customers, Customer Success to drive proactive engagement, and Engineering to ensure timely issue resolution.

• Act as the customer’s advocate with a bias for action, ensuring that friction points are addressed promptly and thoroughly.

• Own and optimize self-service support solutions, including knowledge bases, FAQs, and AI-powered chat solutions, to reduce ticket volume and improve response efficiency.
  

Who You Are

• An Experienced Leader in Customer Support

  • You bring 7+ years of experience in customer support leadership within a SaaS, AI, or healthcare technology company, including experience managing teams in a high-growth environment.

• Data-Driven Decision Maker

  • You measure everything—tracking customer pain points, response times, and resolution rates to drive continuous improvement.

  • You prioritize customer issues and feature requests based on data—impact, frequency, urgency, and strategic importance.

  • You understand key support metrics and know how to analyze and act on them to optimize processes.

• Customer-Obsessed & Operationally Excellent

  • You act with urgency and a bias for action, ensuring that customer issues never fall through the cracks.

  • You know that "Every Radiologist Matters" and hold your team to a high bar in delivering world-class service.

  • You think and act like an owner—no task is beneath you if it helps the customer and the team succeed.

  • You build trust through transparency, ensuring authenticity in all customer interactions

• Cross-Functional & Influential

  • You have a strong backbone to advocate for customers, even when challenging priorities internally.

  • You collaborate deeply with Product, Engineering, and Customer Success, ensuring a seamless support-to-solution pipeline.

  • You excel in hiring, developing, and retaining top talent, fostering a high-performance culture within your team.

Come join our world-class team as we build and deploy AI solutions that will make a difference in millions of people’s lives. Our team is mission-driven and focused on transparency, inclusion, close collaboration, and building an incredible team.

If you're passionate about driving innovation and delivering impactful reporting solutions, we'd love to hear from you!

Rad AI offers a variety of benefits, including:

• Comprehensive Medical, Dental, Vision & Life insurance

• HSA (with employer match), FSA, & DCFSA 

• 401(k)

• 11 paid company holidays

• Location-flexibility (remote-first company!)

• Flexible PTO policy

• Annual company-wide offsite

• Periodic team offsites

• Annual equipment stipend

At Rad AI, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Please be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. Our recruiters will use email addresses with the domain @radai.com or no-reply@ashbyhq.com.