About Us
At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.
More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients.
Award-winning and people-first, SimplePractice is shaping the future of health tech. In 2026, we were recognized by BuiltIn as a Best Remote Company to Work For, Software Guru's Best Places to Code, Becker Healthcare Telehealth Companies to Know, and we won a MedTech Breakthrough Award for Best Practice Management Solution Provider.
The Role
SimplePractice is looking for a VP of Customer Support to reimagine what support means for our clinicians. We believe every interaction a clinician has with our team is part of their product experience, not separate from it. This is a rare opportunity to reshape a support organization from the ground up around that belief, at a company with the scale, resources, and executive commitment to make it real.
You will own support strategy, operations, and execution for a team of 150 people spanning email, chat, and phone. You will report to the Chief Commercial Officer, who oversees all customer facing functions from sales through support, and you will have a direct mandate to define what personalized, proactive support looks like for our clinicians and to build the organization that delivers it. You will own and drive the evolution and design of the future of support experiences at SimplePractice, in close partnership with Product.
This role is for a leader who can fundamentally shift how a large team thinks about its role, not just how it operates. You bring exceptional change management skill, a strong point of view on where and how AI should be deployed to improve the customer experience, and the operational discipline to turn that vision into team structure, process, and daily practice.
Responsibilities
Support strategy and operating model
Design and scale a tiered support model, spanning premium, scaled, and product specific support (for example, Billing and Insurance), so effort and experience are matched to customer need
Set clear SLA and quality standards across email, chat, and phone, and build a consistent handoff process between channels
Build one operating model and standard of experience across all product categories
AI and technology adoption
Own the strategy and roadmap for AI across the support organization, and drive its adoption in a way that improves the customer experience, not just efficiency
Identify where technology should extend the team's capability and where human judgment and warmth matter most, and design the model accordingly
Build the internal capability to keep evolving this model as the technology and customer expectations change
Cross-functional partnership
Partner with Product to co-design the future of the support experience, including how AI, self-service, and human support work together as one system
Partner closely with Product and Engineering so customer insight shapes the roadmap, and new products launch with support built in from the start
Represent the voice of the customer in company strategy discussions
Own support cost, quality, and experience as connected business outcomes, and report on them accordingly
Team leadership
Recruit, develop, and retain a strong leadership bench across a large, geographically distributed team
Improve team coverage and availability to meet clinicians where and when they need help
Change leadership and transformation
Lead the organization through a significant shift, resetting how the team thinks about its role in the customer experience, not just what it does day to day
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