Head of Customer Support

About Eyebot

Eyebot is an outcome-focused technology company on a mission to make vision care accessible to everyone, equally. Headquartered in Boston’s North End and backed by top investors and the National Science Foundation, our 90-second vision test kiosk is reshaping how vision care is delivered.

If you’re passionate about solving big problems and building the future of vision care, we’d love to hear from you.

Role Overview
The Customer Support Director will be responsible for building and leading a new customer support function at Eyebot, supporting both B2B and B2C customers. This role is ideal for an experienced support leader who thrives in a fast-paced, technology-driven environment and is passionate about making vision care accessible to everyone. You will establish best practices, develop scalable support processes, and ensure outstanding customer experiences for all Eyebot users and partners.

Key Responsibilities

• Build and Lead a New Function: Establish and grow the customer support team and infrastructure from the ground up, defining standards, workflows, and KPIs for both B2B and B2C support.

• Customer Experience Management: Serve as the primary point of escalation for complex customer issues, ensuring timely and effective resolution for both end users and business partners.

• Process Development: Design and implement scalable support processes, including ticketing systems, knowledge bases, and self-service resources to support Eyebot’s rapid growth.

• Cross-functional Collaboration: Work closely with product, engineering, and sales teams to gather customer feedback, identify trends, and advocate for product improvements that enhance user satisfaction.

• Training & Development: Recruit, onboard, and train support staff, fostering a customer-first culture and setting high standards for service quality.

• Data-Driven Insights: Monitor and analyze support metrics, leveraging data to continuously improve response times, resolution rates, and overall customer satisfaction.

• Customer Advocacy: Act as the voice of the customer within Eyebot, ensuring that customer needs and feedback are integrated into business and product strategies.

• B2B Partner Support: Develop and maintain strong relationships with Eyebot’s B2B partners, providing tailored support and ensuring seamless integration of Eyebot solutions within their environments.

Qualifications

• Minimum 5 years of experience in customer support, with at least 2 years in a leadership role.

• Proven track record of building and scaling customer support functions in a technology or healthcare environment.

• Strong problem-solving skills and the ability to manage multiple priorities in a dynamic, high-growth company.

• Excellent communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.

• Experience with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud) and a passion for leveraging technology to improve customer experiences.

• Ability to collaborate cross-functionally and influence without direct authority.

• Self-motivated, adaptable, and customer-obsessed mindset.

• Experience in the optical or healthcare industry is a plus, but not required.

• Based in or willing to relocate to Boston, MA.