Heartflow
Director, Customer Support
Austin, Texas, United States · Director
Stay score
odds of building a lasting career here
Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
Personalize to your clock →H-1B wage level
the lottery is wage-weighted — each level is one more entry
$12,130 more — $192,130 — moves this role to Level III and 3 lottery entries. That figure is inside the range the employer already advertised.
Based on the DOL prevailing wage for this occupation and worksite, a base salary of $192,130 would place this position at wage Level III. That figure is within the posted range, and I'd like to target it. This role classifies under "Computer and Information Systems Managers" for prevailing-wage purposes.
DOL prevailing wage, 2026-27 wage year · Computer and Information Systems Managers (11-3021) · Austin-Round Rock-San Marcos, TX. Wage level is derived by USCIS from the offered wage, occupation and worksite; the occupation shown is inferred from the job title.
Employer immigration record
from this employer's Department of Labor filings
Files H-1B transfers
Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.
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About the role
- 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.
- Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare.
- This policy applies to every aspect of employment at Heartflow, including recruitment, hiring, training, relocation, promotion, and termination.
Responsibilities
- 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 and maintain training, tools, and processes to improve customer satisfaction and first contact resolution or efficient escalation.
- Collaborate with other team members to ensure our technology, tools, and business systems are optimized for servicing our customer.
- Define, track, and deliver on KPIs and metrics.
- Effective project and personnel management with ability to help employees develop technical and professional skills
- Practical problem-solving approach with ability to lead by example
- 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.
Requirements
- 8+ years of management experience.
- This person has a primary responsibility to ensure an outstanding end-to-end customer experience with Heartflow.
Nice to have
- BS or BA degree or equivalent in related experience.
Skills
- Ability to organize and analyze data and trends, including tracking of quality records and summarizing data for quality reviews
- Responsible, accountable, and able to organize multiple projects, including cross-functional efforts
- Excellent verbal and written communication skills
- Familiar with CRM, ticketing systems, SaaS tools, and Excel or other data analysis tools
- Understanding of regulations for compliance (e.g. 21 CFR 820.198, 21 CFR 803, 21 CFR 806, ISO13485, HIPAA, GDPR, etc.)
- Healthcare IT
- Working knowledge of PACS, DICOM, HIPAA requirements and PHI protections
- Knowledge of imaging and CT scanner technology
- Understanding of coronary physiology
- Healthcare IT - Working knowledge of PACS, DICOM, HIPAA requirements and PHI protections
- Educational Requirements & Work Experience:
- BS or BA degree or equivalent in related experience. Medical or technical training preferred.
Compensation
- A reasonable estimate of the base salary compensation range is $180,000 to $220,000, bonus, and equity. #LI-IB1
Benefits
- Lead a team of customer support specialists to ensure Heartflow's customers have excellent experience with our SaaS non-invasive medical technology.
- Ensure all support and activities comply with medical regulatory standards.
Company info
- Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process.
- Provide input to customer-facing product update plans and ensure adequate preparation to support and train customers and field team members for new product features.
- Lead and define cross-functional requirements to meet service levels, processes, escalation, and resources to support our customers' needs.
- Positive personality and comfortable in front of customers and collaborating with other Heartflow teams
This listing is sourced directly from Heartflow's careers page and normalized into a canonical job model.