About ESO

ESO is a rapidly growing technology company passionate about improving community health and safety through the power of data. We provide software applications, interoperability and data management solutions to emergency medical services, fire departments and hospitals.

We're small enough to be nimble and fun, but big enough to be a great place to work. We serve more then 14,000 customers and are headquarted in Austin, TX with offices in Halifax, Nova Scotia, Belfast, San Jose, Costa Rica.

About the Role

The Executive Director of Customer Care is a senior leader responsible for the strategy, execution, and continuous evolution of ESO's customer care organization. This role owns customer care (technical support) outcomes at scale, including customer satisfaction, retention risk mitigation, operational excellence, and cross-functional execution.

Reporting to the VP of Customer Care, the Executive Director leads leaders and managers, translates strategic direction into executable operating models, and ensures the organization is positioned to support mission critical healthcare customers in a 24/7/365 environment. This role bridges hands on operational leadership with senior level decision making, ensuring consistent delivery, strong performance, and scalable support operations.

Key Responsibilities

Strategic & Functional Leadership

  • Assist in defining and executing the Customer Care strategy for ESO across all verticals, aligned with company growth, product roadmap, and customer service objectives.
  • Translate business objectives into scalable customer care operating models that support reliability, responsiveness, and quality at scale.
  • Define customer care metrics, service standards, and performance benchmarks tied to service quality, customer satisfaction, and operational outcomes.

Organizational Leadership

  • Lead, develop, and scale a multi-layered customer care organization, including managers and senior leaders.
  • Build leadership capability, accountability, and succession across the function.
  • Foster a proactive, customer-centric focused on prevention, not just resolution.

Operational Excellence

  • Own day-to-day and long term performance of 24/7/365 support operations.
  • Oversee escalation management, workforce planning, and service level performance.
  • Partner closely with Site Reliability Engineering and Product teams to reduce systemic issues and improve product stability.

Cross-Functional Partnership

  • Act as the senior escalation point for complex or high-impact customer issues
  • Collaborate with Product, Engineering, Sales, and Customer Success leadership to align customer feedback with roadmap and priorities.
  • Influence decision-making through data-driven insights and customer impact analysis.
  • Provide executive-level reporting on customer health, support trends, risks, and operational performance.
  • Clearly articulate tradeoffs, risks, and investment needs to senior leadership.
  • Represent the voice of the customer in leadership forums.

Required Qualifications

  • 10-12+ years of progressive experience in Customer Support, Customer Success, Customer Experience or Technical Operations.
  • Proven experience leading managers and senior leaders in a technical or SaaS environment.
  • Experience with executive communication & reporting and presentation skills.
  • Strong understanding of enterprise or mission-critical application support.
  • Experience operating in a 24/7/365 support model.
  • Bachelor's degree or equivalent experience

Preferred Qualifications

  • Healthcare technology or regulated-industry experience
  • Demonstrated success scaling technical support organizations in high-growth environments.
  • Strong operational and financial acumen (capacity planning, budgeting, cost-to-serve)
  • Advanced proficiency with CRM, analytics, and workforce management tools (e.g. Salesforce, Excel, BI tools).

Benefits & Perks

ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:
  • Competitive health plans (medical, dental, & vision insurance)
  • PTO (starting at 20 days) & 12 company holidays
  • 401(k) with company match
  • Telemedicine service provided by ESO
  • Savings accounts (FSA, HSA, DCA)
  • Employee Assistance Program (EAP)
  • Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
  • Paid parental leave, new child program, & flexible parental return-to-work options

About ESO

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.
Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.
All offers are contingent upon a successful background check.
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.

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