Head of Customer Support

Compensation: $110k to $150k OTE (NYC Hybrid)

Hiring Manager: Bill White (CEO)

Passage Health is a fast-growing Series A start-up, on a mission to improve the quality and accessibility of autism care through dynamic software solutions.  The diagnosis rate for autism has skyrocketed in the last 10 years to 1 in 31 children.  Those children will have to wait up to 1 year to receive therapy as service providers, hampered by antiquated technology, are struggling to meet surging demand. We are building a modern electronic medical record (EMR) that will revolutionize the $460B autism care market.

The Head of Customer Support will lead a high-performing three-person team from day one,  managing escalations and ensuring a world-class customer experience, while also shaping the broader strategy and operations of our customer experience function. You’ll design systems, processes, and culture that scale, resolve complex customer issues, turn feedback into product and operational improvements, and implement an AI-driven support tech stack — all while partnering with leadership to drive cross-functional initiatives across the Customer Success, Product, and Engineering teams. 

This role sits at the intersection of customer impact, operational excellence, and strategy. It’s ideal for someone who thrives in fast-paced, unstructured environments — eager to drive innovation, make bold decisions, and see their impact unfold in real time. It’s perfect for someone with a mission-oriented mindset, looking to leverage their skills for meaningful impact while building a career shaping operations, strategy, and customer experience at a high-growth company. 

• Lead & Develop: Grow and mentor a high-performing customer support team, fostering engagement, accountability, and a culture of continuous improvement.
• Manage Client Escalations: Serve as the escalation point for complex customer issues  — guiding conversations, quickly resolving challenges, and ensuring an exceptional experience.
• Build the Future Stack: Implement and optimize AI-driven tools that elevate and automate the support experience.
• Drive Strategy: Design scalable systems, processes, and knowledge platforms that improve efficiency and customer satisfaction.
• Be the Voice of the Customer: Partner closely with the Product and Engineering teams to translate real customer feedback into actionable insights that shape the product roadmap.
• Measure & Improve: Use data to track performance, uncover trends, and continuously optimize the support function 

• 3+ years in customer support, consulting, or operations — ideally in SaaS or health tech.
• Proven leadership experience with a passion for team growth and development.
• Analytical, strategic, and customer-obsessed mindset.
• Curiosity for emerging technology and excitement to design and implement an AI-driven support ecosystem.
• Strong judgement and collaboration skills, enabling you to influence cross-functional teams and deliver lasting results.
• Bias toward action and ownership — able to drive your own workstreams, make decisions, and execute with little direction.
• Ability to serve as a trusted right hand to the Head of Customer Success, partnering on strategy, operations, and high-impact initiatives.
• Resilient and proactive, thriving on complex challenges in fast-paced, unstructured environments.
• A personal connection to autism or autism care is a plus.

• Lead and scale a team from day one
• Shape the technology and systems driving the future of autism care
• Make an impact on families and providers nationwide
• Preference for working in a collaborative, fast-paced environment that offers new challenges and opportunities for growth
• Competitive salary and equity compensation
• Healthcare, dental, and vision benefits

Passage Health is an equal opportunity employer and encourages all applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.