Were looking for a dynamic and experienced Head of Support to lead our India-based support
operations. This role is critical to ensuring our customersranging from fast-growing startups to
large health systemsreceive fast, accurate, and empathetic support across both credentialing
workflows and technical product issues.
You will be responsible for building and scaling a high-performing support team, driving
operational excellence, and collaborating cross-functionally with Product, Engineering, and
Credentialing Operations. The ideal candidate has deep experience in healthcare credentialing,
is comfortable with technical troubleshooting, and thrives in a fast-paced, customer-obsessed
environment.
Key Responsibilities
Team Leadership & Growth
Recruit, train, and mentor a team of support specialists across credentialing and technical
tiers.
Define team structure, workflows, and KPIs to support a growing global customer base.
Build career paths and performance management systems to retain top talent.
Customer Support Operations
Oversee day-to-day operations of the support function, ensuring SLAs and CSAT targets are
consistently met.
Establish and improve processes for case routing, escalation management, and
documentation.
Implement quality assurance and regular training programs to ensure high-quality customer
interactions.
Cross-Functional Collaboration
Work closely with Credentialing Ops to resolve complex provider lifecycle issues.
Partner with Product and Engineering teams to diagnose and resolve bugs, improve product
usability, and influence roadmap based on support trends.
Liaise with Customer Success and Account Management to ensure a unified customer
experience.
Data & Systems
Leverage tools like Zendesk, Jira, and internal dashboards to report on trends, backlog health,
and support metrics.
Identify automation and AI opportunities to improve resolution time and reduce manual
overhead.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
Human Resources Request Form. The EEOC "Know Your Rights" Poster is available
here.
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https://insightglobal.com/workforce-privacy-policy/ .
812 years of experience in customer support or operations, with at least 3 years in a
leadership role.
Familiarity with SaaS products, API troubleshooting, and technical issue triage.
Experience scaling support functions in a high-growth, operationally complex environment.
Strong people leadership and communication skills.
Proven track record managing support KPIs such as first response time, resolution time, and
CSAT.
Experience with Intercom, Zendesk, Salesforce, or other CRM/support platforms.
Experience supporting U.S. healthcare clients.
Familiarity with SQL or other data tools for support analytics
Bonus: background in healthcare credentialing, payer enrollment, or provider data
management with Knowledge of NCQA standards, delegated credentialing, and/or CAQH
workflows.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.