Director, Customer Support

🏢 Heartflowinc · 📍 Austin, Texas, United States 💰 $180,000 - $220,000 / yr

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Position Summary & Responsibilities

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFR_CTAnalysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFR_CTAnalysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.

Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 750,000 patients worldwide.

This role will lead a team to deliver world-class support to Heartflow’s customers, including physicians and hospital staff using our revolutionary SaaS technology to manage their patients. This person will lead overall customer support processes, including resolution of customer issues and all investigations of customer complaints regarding HeartFlow’s product quality and accuracy.

This role will be central to coordinating cross-functional efforts needed to support Heartflow’s customers, including investigating issues, summarizing customer feedback and data, and representing customer needs and priorities to other departments in the company. This person has a primary responsibility to ensure an outstanding end-to-end customer experience with Heartflow.

Job Responsibilities:

Lead a team of customer support specialists to ensure Heartflow’s customers have excellent experience with our SaaS non-invasive medical technology.
Grow talent within the support team. Identify needed skills, upskill team members, coach and mentor individuals for success.
Define strategies to scale customer support efficiently with commercial growth.
Develop an

🎯 Candidate Preparation Guide For Heartflowinc Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

The medical technology panel strictly evaluates clinical precision, regulatory (FDA) clearance awareness, and the ability to translate advanced computational fluid dynamics into cardiology insights.

📋 Preparation Priorities (Key Areas to Clarify):

1. Minimizes the strict regulatory validation steps required for software-as-a-medical-device (SaMD)
2. Shows casual regard for data accuracy in life-critical diagnostic software
3. Lacks the technical depth to discuss numerical simulation or clinical workflow integration

✨ Recommended Role Alignment Hook:

I scale life-saving medical software by pairing rigorous regulatory compliance with cutting-edge computational cardiovascular insights.

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