--- title: 'Director, Customer Support at Wheel' canonical: 'https://feeny.ai/job/director-customer-support-wheel-united-states-w8xmwjezx95e' type: 'job' last_seen: '2026-10-16' --- # Director, Customer Support at Wheel - **Company:** Wheel - **Location:** United States - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-29 - **Last confirmed live:** 2026-10-16 - **Apply:** https://jobs.ashbyhq.com/wheel/b0a14215-7e0e-4984-b717-13384bd189bc ## Job description ## About the Company Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting [www.wheel.com](http://www.wheel.com). ## About the Role As our Director, Customer Support, you will play a crucial role in ensuring that our customers and patients receive exceptional support, contributing to their overall satisfaction and loyalty. You will be responsible for developing and implementing strategies to modernize customer support operations — including the adoption of AI-powered tools and workflows to drive Patient Net Promoter Score (NPS), improve core support metrics (e.g., resolution time, first-response time, contact deflection), and support the growth of our platform. ## What You'll Do - Lead and inspire a high-performing customer support team. - Foster a positive and collaborative team culture focused on delivering exceptional service. - Recruit, train, and develop customer support professionals to ensure a skilled and motivated workforce. - Develop and execute a customer support strategy aligned with company goals. - Continuously assess and improve customer support processes to enhance efficiency and effectiveness. - Implement industry best practices to ensure the highest standards of service delivery. - Lead the transformation of Wheel's customer support function through AI-powered tools and automation, including AI-assisted triage, chatbots/virtual agents, intelligent ticket routing, and agent-assist copilots, in order to reduce resolution time and improve first-contact resolution. - Own Patient NPS as a core success metric — identify friction points in the patient support journey and design AI-enabled and process interventions to systematically improve satisfaction and loyalty. - Partner with Product, Engineering, and Data teams to evaluate, pilot, and scale AI/automation vendors and in-house solutions for customer support, ensuring compliance with HIPAA and Wheel's data-privacy and security standards. - Build a measurement framework connecting AI/automation initiatives to concrete support KPIs (resolution time, response time, ticket volume per agent, deflection rate, CSAT/NPS) and report on ROI to the executive team. - Champion change management and training programs to help the support team adopt new AI tools effectively, balancing automation with the human judgment needed for sensitive patient interactions. - Gather customer feedback and insights to inform product development and enhance user experience. - Define and monitor key performance indicators (KPIs) for the customer support team. - Analyze customer support data to identify trends and areas for improvement. - Provide regular reports and updates to the executive team on customer support performance, including AI/automation-driven improvements. - Collaborate with other departments, including Network Operations, Clinical, Product Development and Customer Success, to ensure a seamless and unified customer experience. ## Who You Are - 10+ years of experience in client success or customer support roles, preferably in digital health, SaaS, and/or virtual care delivery organizations. - 5+ years of experience leading and managing high-performing customer support teams. - 5+ years experience using customer service and customer experience (CX) software (e.g. Zendesk) - Established track record of using data and technology (including AI/automation) to measurably improve support KPIs such as resolution time, response time, and NPS/CSAT. - Strong understanding of customer support processes and technologies, including experience evaluating or deploying AI-powered support tools (e.g., conversational AI, automated ticket routing, agent-assist platforms). - Excellent communication and interpersonal skills. - Strong data analysis skills, with the ability to derive insights from data and use them to drive actionable plans. - Demonstrated ability to drive continuous improvement and implement best practices. - Up-to-date on industry trends and best practices in customer support, virtual care delivery, and AI applications to drive innovation and growth. Salary and Perks Pay Range: $126,000- $179,300 plus bonus & equity Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including: - Medical, Dental and Vision - Ancillary: Life, Short and Long Term Disability - 401K match - Flexible PTO - Parental Leave - Stock options - Additional programs and perks Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role. ## About Wheel ## Company Overview - **One-liner**: Wheel provides the complete infrastructure for modern telehealth, enabling organizations to deliver consumer-centric virtual care through a configurable platform and a nationwide clinician network. - **Entity Type**: Private (late‑stage, $217.6M+ total funding) - **Headquarters**: Austin, Texas, United States - **Founded**: 2018 - **Founders**: Michelle Davey and Griffin Mulcahey ## Core Business - **Primary industry**: Healthcare / Virtual Care (telehealth infrastructure) - **Target customers**: B2B — enterprise companies (including Fortune 50), digital health brands, retail/pharmacy, and life sciences organizations - **Mission / purpose**: “Put great care within everyone’s reach” ## Products & Services - **Virtual Care Platform** – A modular, configurable technology stack that supports both synchronous and asynchronous care, with branded or white‑label experiences. - **Clinician Network** – A 50‑state network of board‑certified clinicians (physicians, NPs, RNs, PAs, behavioral health specialists, dietitians) delivering evidence‑based care 24/7/365. Clinicians work on flexible schedules and can serve multiple brands through one credentialing process. - **Care Programs** – 70+ ready‑to‑go clinical protocols for urgent care (acute needs), condition care (weight, hair loss, menopause), and convenience care (UTIs, cold/flu, birth control). - **Real‑Time Care Intelligence** – Analytics and dashboards to measure outcomes, efficiency, and patient satisfaction. ## Market Standing - **Valuation**: Not publicly disclosed - **Key Metric**: Total funding raised **$217.6M** (Crunchbase/LinkedIn); annual revenue estimated at **$24.8M** (LinkedIn); **7+ million patient visits** completed - **Notable Investors/Partners**: Specific investor names are not detailed in available public sources. Wheel is “Trusted by the Fortune 50” and partners with leading consumer and digital health brands behind the scenes (white‑label). - **Growth Signals**: Headcount of **206 employees** (+3.9% YoY); active job postings up **266.7% year over year**; **93% clinician satisfaction** on the platform; **95% on‑time response rate**; quarterly job growth +57.1%. ## Competitive Advantages - **Modular infrastructure** that allows clients to stand up new virtual care programs in weeks, not months. - **Nationwide clinician network** with one credentialing process, enabling clinicians to work across multiple brands. - **White‑label capabilities** – client brands remain front and center, building patient loyalty. - **Evidence‑based protocols** (70+) covering a wide range of acute and chronic conditions. - **High clinician satisfaction** and 24/7/365 on‑time response rates. ## Strategic Focus - Expand into **life sciences** (branded, DTC‑ready care services) and **retail/pharmacy** channels. - Continue building **longitudinal care models** for ongoing conditions (weight, hair loss, menopause). - Deepen the platform’s **real‑time analytics** to improve outcomes and efficiency. - Scale the clinician network while maintaining **high satisfaction and flexibility**. ## Why Work Here - **Culture**: Mission‑driven, inclusive, collaborative – core values include *Care*, *Accelerate Impact*, and *Commit to Care*. The company actively supports diversity, equity, and inclusion. - **Remote / Hybrid**: **Flexible remote policy** – work from home is explicitly supported. - **Benefits**: Comprehensive medical, vision, and dental insurance; flexible PTO; paid parental leave; 401(k) with company match; Employee Assistance Program (EAP). - **Growth**: Rapidly scaling (job postings up 267% YoY) with roles across engineering, product, operations, and clinical leadership. ## Sources 1. [wheel.com](https://www.wheel.com/) 2. [wheel.com/careers](https://www.wheel.com/careers) 3. [wheel.com/about](https://www.wheel.com/about) 4. [wheel.com/clinicians](https://www.wheel.com/clinicians) 5. [linkedin.com/company/wheel-health](https://www.linkedin.com/company/wheel-health) ## Other roles at Wheel - [Staff/Principal Product Manager, Patient Experience](https://feeny.ai/job/staff-principal-product-manager-patient-experience-wheel-united-states-wd0x0tfvrytk) — United States - [Marketplace Operations Manager II](https://feeny.ai/job/marketplace-operations-manager-ii-wheel-united-states-cbyncmcthjyv) — United States - [Staff Software Engineer, AI-Native Systems](https://feeny.ai/job/staff-software-engineer-ai-native-systems-wheel-united-states-632cqrnpp3qa) — United States - [Medical Director, Clinical Program Design](https://feeny.ai/job/medical-director-clinical-program-design-wheel-united-states-vk2kb78yd0g3) — United States - [Full Time Remote Telemedicine Physician - (CA and IMLC license required)](https://feeny.ai/job/full-time-remote-telemedicine-physician-ca-and-imlc-license-required-wheel-xmzqncgx6dct) — United States - [Full Time Remote Telemedicine Physician - (40+ State Licenses)](https://feeny.ai/job/full-time-remote-telemedicine-physician-40-state-licenses-wheel-united-states-jrw8g318bc91) — United States - [Director, Customer Support](https://feeny.ai/job/director-customer-support-heartflow-austin-h45jzk3e5hb6) — Austin, TX - [Director, Customer Support](https://feeny.ai/job/director-customer-support-komodo-health-united-states-fp1txr1fcj33) — United States - [Director, Customer Support](https://feeny.ai/job/director-customer-support-human-interest-lindon-kepr75pv6mz9) — Lindon, UT - [Director, Customer Support](https://feeny.ai/job/director-customer-support-attentive-united-states-zvw1zdynce1a) — United States