Lead the customer support for the Labs division, focusing on operational performance, strategy, and cross-functional collaboration.
At Fullscript, we’re not just changing healthcare—we’re making it whole.
We help 100,000+ healthcare practitioners support 10 million patients with a platform that delivers evidence-based health solutions, diagnostic support, and practitioner tools—all in one place.
Healthcare today is disconnected. We’re fixing that. Fullscript makes it easier for practitioners to treat the whole person, not just symptoms, so patients get the support they need—when they need it.
We’re building a better way—one where healthcare is connected, complete, and built for impact.
The Opportunity
Fullscript is seeking a strategic, people-first leader to serve as our Director of Customer Support for our Labs business line — a growing and critical area of our platform. In this role, you’ll lead the customer-facing functions that support patients, practitioners, and lab partners through their diagnostics and testing journey.
You’ll oversee three key teams:
Frontline Support – delivering high-touch, clinically-informed assistance to patients and practitioners.
Tier 2 & Retention – handling complex escalations, resolving issues, and improving retention outcomes.
Partner Operations – supporting operational success for our lab partners, including integrations and fulfillment workflows.
This is a senior leadership role where you'll shape customer experience strategy, drive operational performance, and lead cross-functional collaboration with teams like Product, Support Engineering, Business Development, and Commercial.
If you’re a systems-minded, empathetic leader who has scaled support operations in fast-moving or regulated environments — and thrives on building mission-driven teams — we’d love to meet you.
What You'll Do:
- Lead and Scale the Support Function:
- Own operational performance and team leadership across Support, Tier 2/Retention, and Partner Operations.
- Define and deliver on KPIs related to service quality, retention, and partner experience.
- Ensure support interactions are fast, accurate, and empathetic, across all support channels, while upholding our clinical values.
- Build Cross-Functional Strategy:
- Collaborate with Product, BD, and Commercial to enhance the end-to-end Labs support experience — from education to fulfillment.
- Establish clear communication and workflows between internal teams and external partners.
- Act as a connective tissue across the business to ensure labs support scales effectively within Fullscript as we continue to scale in the market.
- Design for Scale:
- Build the right team structure, tools, and reporting for rapid growth.
- Support new lab partner launches, product rollouts, and operational change management.
- Operate as a trusted advisor to senior leadership as Labs becomes a key pillar of Fullscript’s future.
What You Bring To The Table:
- 8+ years of experience in customer operations, service delivery, or CX leadership, ideally in healthcare, diagnostics, or complex platform businesses.
- 3+ years leading managers and/or multi-functional teams in a high-growth or enterprise setting.
- Proven success scaling support operations in regulated, customer-sensitive environments.
- Strong executive presence and communication skills; you thrive in aligning cross-functional stakeholders.
- Experience designing support systems, processes, and metrics for scale.
- A leadership style that’s people-first, transparent, and grounded in accountability.
Who You Are:
- A strategic operator who sees around corners and builds for what’s next.
- A coach and builder who develops leaders and cultivates high-performing teams.
- A systems thinker with a bias for clarity, efficiency, and customer trust.
- Someone who leads with purpose and direction, even in ambiguity.
Why You'll Love Fullscript
- Market competitive compensation package including equity
- RRSP matching (within CAD) / 401K matching (within US)
- Flexible PTO policy
- Flexible benefits package and additional perks
- Employee discount on Fullscript catalog of products for family & friends
- Ability to *Work Wherever You Work Well*
Why Fullscript?
Great work happens when people are supported, challenged, and inspired. Here, you’ll be part of a team that:
⬦ Values innovation—we push boundaries and always look for better ways.
⬦ Supports growth—through learning, mentorship, and meaningful work.
⬦ Cares about balance—with flexible work options and time off when you need it.
📌 Apply now—let’s build the future of healthcare, together.
Fullscript is an equal-opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request—email [email protected] for support.
Before joining the team, all candidates who receive and accept an offer will complete a background check.
🚀 MORE INFO: www.fullscript.com | www.rupahealth.com | Follow us on social media @fullscriptHQ
🔥 IN THE NEWS: Fullscript acquires Rupa Health
📺 Let’s make healthcare whole
Top Skills
Customer Relationship Management Systems
Data Analytics
Support Software
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