Director, Technical Customer Care

Job overview

The Director, Technical Customer Care is an onsite, full-time position based in Bloomington, MN, with a required office presence five days per week. Annual base salary is $155,000–$170,000, excluding variable compensation. The director leads HHAeXchange’s Tier 1 Technical Customer Care organization, supporting home health agency customers on its homecare technology platform. The director sets operational direction and oversees contact-center performance, escalation practices, staffing alignment, and service optimization. By developing leaders and coordinating with Product, Engineering, Sales, and other teams, the role advances timely technical issue resolution and a consistent customer experience.

What you'll do

• Lead Tier 1 Technical Customer Care operations and strategy
• establish and document QA standards and performance expectations, including CSAT, SLA, and ASA
• optimize processes, technology, and AI-enabled workflows
• oversee queue health, backlog, and resolution standards
• guide complex escalations
• partner with Workforce Management on staffing and coverage
• serve as executive escalation point for provider issues
• collaborate cross-functionally
• use performance analytics
• maintain policy, accessibility, and healthcare-industry compliance
• coach and develop employees.

What we're looking for

Skills & competencies

director, technical customer care

bloomington mn

hhaexchange

full-time

onsite

contact center leadership

technical support

healthcare technology

saas

customer experience

ai-enabled service

$155k-$170k/year

10-25% travel

Work arrangement

• Weekend coverage required

Benefits & perks

• Health plans
• paid time off
• company-paid holidays
• 401(k) retirement program with company match.

Why this role

Requires 10+ years of leadership in high-volume contact center or technical support environments and at least five years managing teams supporting complex SaaS products. Travel requirement is 10–25%, including overnight travel. Benefits include health plans, paid time off, company-paid holidays, and 401(k) with company match.

About the employer

HHAeXchange is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.