Director of Customer Support at 98point6

| Seattle
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At 98point6, our mission is bringing technology and medicine together to reinvent healthcare. You’ll collaborate with multiple teams, work across various disciplines and conquer many satisfying challenges. Every single day you’ll be working towards profoundly transforming primary care. 

Your Role and Impact

The Director of Customer Support reports to the Chief Product Officer and is responsible for our customer support strategy and operations. In this role, you will define our objectives in this area and the strategy that ensures members receive exceptional support. You’ll also be responsible for implementing that strategy and managing the day-to-day operations, including scaling the team through high growth and driving ongoing contact rate reductions with the product team.


  • Direct all aspects of our customer experience function, including strategies, policies, performance objectives, change initiatives, vendors and people
  • Collaborate with senior leadership to align on our customer support vision and objectives
  • Grow, lead and manage a team of local customer support representatives. This includes hiring, training, developing and motivating individual team members to support the business as it scales
  • Drive the creation of staffing plans and schedules that ensure timely support
  • Establish and deliver on support performance goals that guarantee a quality customer support experience
  • Work to understand the root cause of customers’ needs for support and collaborate with product management to reduce contact rates
  • Improve support performance by establishing, measuring and communicating service metrics; analyzing results and opportunities for improvement; prioritizing and executing on process redesign/improvement efforts
  • Collaborate with the clinical operations team to ensure patients seeking assistance with their healthcare needs receive timely and quality support
  • Work with the product team to introduce new product opportunities, technologies and tooling that improve our service delivery experience and drive customer satisfaction


  • 8+ years experience in customer support with progressively increasing responsibility
  • Demonstrated experience managing and scaling a customer support team
  • Deep knowledge of established and emerging customer support practices
  • Analytical thinker using data to measure the quality of support provided and drive relentless improvement
  • Experience using Lean/Kaizen activities and other Change/Six Sigma initiatives to drive process improvements
  • Demonstrated experience collaborating with product development teams to reduce contact rates
  • High emotional intelligence and conflict resolution abilities
  • Outstanding communication and presentation skills
  • A passion to positively impact the availability and cost of healthcare
  • Experience in healthcare not required, but helpful

98point6 provides equal employment opportunities to all without regard to race, color, religion, sex (including sexual orientation or gender identity), national origin, age, disability, genetic information or other protected status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • TerraformFrameworks
    • AWSFrameworks
    • ServerlessFrameworks
    • DockerFrameworks
    • JenkinsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • DynamoDBDatabases
    • Google AnalyticsAnalytics
    • SumoLogicAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
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    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • TuneCMS
    • SalesforceCRM
    • SendGridEmail


From 360° mountain, water and downtown views, to restaurants, bars and public transportation within blocks, our Seattle headquarters is hard to beat.

An Insider's view of 98point6

How would you describe the company’s work-life balance?

There has never been a time where I have to choose work over family and friends while at 98point6. Our core hours, generous benefits and supportive leadership creates a flexible environment that enables “life” to happen, while also making our time in the office very productive.


Clinical Operations Program Manager

How do you collaborate with other teams in the company?

At 98point6, we are all aligned to the same overarching goals. That, as well as the open, communicative and trusting environment has been key in getting things done when a project has different priorities across teams.


Product Manager

How has your career grown since starting at the company?

The culture at 98point6 encourages continuous improvement both technically and professionally. Over the past year, I’ve had the incredible opportunity to pursue paths I’m interested in that has allowed me to grow from being a senior engineer focused on service architecture, to a newly appointed director focused on team development.


Director of Product Engineering

How do your team's ideas influence the company's direction?

The Legal and Regulatory team at 98point6 is critical to setting strategy for the company. 98point6 must navigate a highly regulated space, so we work in exciting cross functional teams with engineers, product, marketing, and clinical operations to guide the company.


General Counsel

What is your vision for the company?

Our mission is to make primary care accessible and affordable, inspiring early and frequent use, leading to better overall health and material cost of care savings.



What are 98point6 Perks + Benefits

98point6 Benefits Overview

98point6 has a competitive benefits package including health & wellness benefits, a transportation stipend, 401k matching, and a generous parental leave policy. One of our favorite benefits is that our office closes for the last two weeks of the year which allows our employees to refresh during the holiday season and come back ready for the new year.

Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 18 weeks of parental leave for the primary caretaker. 98point6 also provides 10 weeks of leave for the secondary caretaker.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Lunch and learns
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