Director Customer Support & Experience (Platform/ Product)

Amura’s Vision

We believe that the most under-appreciated route to releasing untapped human potential is to build a healthier body, and through which a better brain. This allows us to do more of everything that is important to each one of us. Billions of healthier brains, sitting in healthier bodies, can take up more complex problems that defy solutions today, including many existential threats, and solve them in just a few decades.

Billions of healthier brains will make the world richer beyond what we can imagine today. The surplus wealth, combined with better human capabilities, will lead us to a new renaissance, giving us a richer and more beautiful culture. These healthier brains will be equipped with deeper intellect, be less acrimonious, more magnanimous, and have a kinder outlook on the world, resulting in a world that is better than any previous time. We find this vision of the future exhilarating. Our hopes and dreams are to create this future as quickly as possible and ensure that it is widely distributed and optimized to maximize all forms of human excellence.

Role Overview

Director of Customer Support & Experience

You will work closely with product, engineering, and operations teams to establish scalable processes, implement best-in-class support infrastructure, and build a high-performing team culture that delivers outstanding service outcomes across markets. This role is ideal for a leader who thrives in fast-paced, zero-to-one environments and is passionate about creating high-quality support experiences powered by both people and technology.

Key Responsibilities

1. Build & Scale Global Support Function

• Design and operationalize a scalable, tiered support model that aligns with business priorities, internal workflows, and product architecture.
• Develop the operating rhythm, escalation matrices, and workflowsfor Level 1–3 support, across internal and external users.
• Phase the build-out starting with internal support (product, engineering, field ops, QA) and scale to external end-user and enterprise support.

2. Talent & Team Leadership

• Recruit, onboard, and lead a team of support professionals across regions — starting lean, but scaling thoughtfully.
• Define team structure, KPIs, and roles across functions such as support engineering, technical support, service desk
• Establish a culture of ownership, empathy, and operational excellence that reflects our mission and product values.

3. Support Strategy & Performance Management

• Define and track support KPIs and SLAs(e.g., First Response Time, Time to Resolution, CSAT, NPS).
• Build closed-loop feedback systems between support, engineering, and product to ensure resolution quality and continuous improvement.
• Lead quarterly and monthly ops reviews and establish clear reporting for leadership visibility.

4. Cross-functional Collaboration & Experience Design

• Partner with Product, Engineering, QA, Customer Success, and Ops teams to ensure seamless resolution of user issues.
• Represent the voice of the user by identifying friction points, recurring patterns, and critical failure areas across product journeys.
• Influence product roadmap, QA standards, and internal tooling needs based on support insights and resolution complexity.

5. Tooling, Processes & Automation

• Lead the evaluation and decision-making process for building vs. buying the support platform — balancing scalability, integration depth, cost-efficiency, and long-term flexibility.
• Own the support tooling roadmap — including ticketing systems, knowledge bases, chatbots, and analytics dashboards.
• Integrate support systems with core product backend, CMS, and user identity layers to drive context-aware assistance.
• Champion automation and AI-driven solutions for routing, triage, and resolution to optimize agent productivity and user satisfaction.

6. Customer-centric Documentation & Enablement

• Oversee the creation and continuous improvement of knowledge base articles, how-to guides, SOPs, and FAQ content for both internal and external users.
• Enable self-service experiences for common queries and repeat workflows.
• Collaborate with the product and content teamsto design contextual in-app guidance and feature onboarding documentation.

What We’re Looking For

Must-Have

• 10–15 years of experience in customer support, service delivery, or technical operations, with at least 4+ years in a leadership role.
• Proven track record of building and scaling a support function from scratch or transforming legacy support into a high-performing operation.
• Strong experience working with product-led, tech-driven platforms(SaaS, HealthTech, FinTech, or consumer platforms).
• Deep understanding of support performance metrics, quality management, and continuous improvement frameworks.
• Experience in evaluating and implementing support tooling (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, Intercom) and automation platforms.
• Strong communication, stakeholder management, and team development skills.

Nice to Have

• Prior experience in setting up multilingual, cross-regionalsupport teams across different time zones.
• Familiarity with support for multi-tenant platforms, complex configuration models, or enterprise onboarding journeys.
• Exposure to setting up support analytics dashboards, AI-assisted triage, or integration with help center/LMS platforms.
• Experience working closely with product and engineering teams in agile development environments.

Here are answers to some questions you may have

Who is Amura?

We are a health startup with presence in multiple countries

How old are you?

6+ years

What is special about you?

Our clients are at the heart of the Amura protocol, an intensive health program. Choosing this journey makes them truly special. Our team, composed of brilliant minds in operations, medicine, and marketing, invites you to explore joining us. Our success is evident in our 82+ Net Promoter Score (NPS), and all our business comes organically as people love what we do.

Where is your office?

Chennai (Perungudi)

Work Model

Work from Office – because great stories are built in person!

Do you have an online presence?

https://amura.ai (we are @AmuraHealth on all social media)

Perks I get when I join Amura?

• Great salary, combined with greater growth opportunities
• Health insurance for you and your dependents
• All Amura programs are available free of cost to you and your dependents(you’ll have to pay for the consumables, though)