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

Translate that shift into new team structures, workflows, and daily habits, and build the manager capability to sustain it

Connect team skills, training, and process improvements directly to measurable customer outcomes

Desired Skills & Experience

10+ years in customer support or customer experience leadership, including at least 5 years at a VP or equivalent level owning a team of meaningful scale

Exceptional change management skill, with a track record of shifting how a large team thinks and operates, not just issuing new policy. You can speak to a specific transformation you led, from strategy through implementation, with clear results

Demonstrated ability to connect team skills, structure, and process directly to customer outcomes, and to build the measurement discipline to prove it

Direct experience building a tiered support model, such as premium, scaled, and product or line of business specific support

Direct experience deploying AI in a support organization to improve the customer experience, with a clear view on where automation helps and where it doesn't

Strong technical fluency and demonstrated experience partnering with Product and Engineering, including on new product launches

A commercial mindset, with a clear understanding of how support connects to retention, expansion, and brand

Curiosity and a bias to action, with a demonstrated ability to form a point of view quickly and move forward

SMB customer base experience strongly preferred

Healthcare software experience a plus, but not required

Experience managing distributed or global teams, including nearshore hubs, a plus

Benefits

We offer a competitive benefits program including:

Medical, dental, vision, life & disability insurance

401(k) plan with company match

Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays

Mental health resources

Paid parental leave & Backup Care

Tuition reimbursement

Employee Resource Groups (ERGs)

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Notice to Candidates

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