Senior Director, Customer Support

Job Title: Senior Director, Customer Support

FLSA Classification: Exempt

Revision Date:  January 2026

Role Type: Hybrid (Jacksonville/Nashville/Remote)

About Mosai

In March 2025, Forcura, the intelligent workflow management company, and Medalogix, a clinical decision support company, announced that they have combined. Together, the companies will create a leading post-acute care technology platform focused on the advancement of intelligent patient care within home-based care providers and ultimately across the entire healthcare continuum.  Click here to learn more about the merging of Forcura and Medalogix.

 

Job Summary

The Senior Director of Customer & Application Support leads a lean, high-impact function that ensures clinicians, care teams, and health system partners receive fast, reliable, and expert support when using our AI-driven clinical platform. This role is critical to driving adoption, trust, and measurable clinical outcomes by ensuring the product, data, and workflows perform effectively in real-world care environments.

 

This role has primary ownership of Application Support and serves as a Tier 2 escalation leader for Customer Support, partnering closely with Customer Experience leadership to deliver a seamless client experience. The Senior Director also plays a key technical liaison role in client integrations, ensuring clinical data is accurately captured, loaded, and validated across systems.

Job Duties

• Provide Tier 2 leadership and escalation support for client and clinician issues, partnering with Customer Experience leadership on overall client ownership
• Own end-to-end Application Support, including product, data, and workflow issues across enterprise customers
• Lead a small, highly technical support team handling application, data, and integration-related issues
• Serve as the technical liaison for client integrations, coordinating the capture, loading, and validation of client clinical data into Mosai’s systems
• Partner with Product, Data Science, and Engineering to triage issues, identify root causes, and drive platform improvements
• Act as the escalation point for high-impact application, data, or clinical workflow issues
• Establish lightweight processes, tooling, and metrics to ensure fast, reliable, and scalable application support
• Capture and translate client and internal feedback into actionable product and roadmap insights
• Other duties may be assigned as needed

Minimum Requirements

• 8+ years of experience in customer, technical, or application support in a SaaS or healthcare technology environment
• 3+ years of experience leading support or service teams
• Experience supporting complex, data-driven or AI-enabled software products
• Strong understanding of clinical and healthcare workflows
• Experience working with data integrations, ETL processes, or clinical data pipelines
• Proven ability to work closely with Product and Engineering to resolve issues and improve the platform
• Excellent communication, prioritization, and escalation management skills with enterprise or clinical customers

 

Job Location

Forcura and Medalogix have office locations in Jacksonville, FL, and Nashville, TN, respectively. For this role, we are seeking candidates who are interested in a hybrid work arrangement at either location and/or we are open to fully-remote candidates.

Physical Demands of Our Work Environment

• This position uses a computer and other office equipment as needed to perform duties. The in-office noise level in the work environment is typical of that of an office.  Frequent interruptions may be encountered throughout the workday.
• The employee is required to either stand or sit, talk and hear frequently required to use repetitive keying or hand motions.
• The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Mosai is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status,  If you are unable to submit an application because of a incompatible assistive technology or disability, please contact us at careers@forcura.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

 

Mosai is an E-verify employer.  Your eligibility to work in the United States will be verified through the E-verify system if you apply and are selected for a position.