Head of Customer Experience at Embedded Medical — Remote, $120k-$200k/yr + 0.22%-0.58%

Posted 12 days agoViewed

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💎 Seniority level: Senior, 5+ years

📍 Location: United States, European timezones, PST

💸 Salary: 120000.0 - 200000.0 USD per year

🔍 Industry: Consumer Healthcare

🏢 Company: Fella Health (YC W20/S21)

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: LeadershipData AnalysisPeople ManagementProduct ManagementSalesforceProduct OperationsCross-functional Team LeadershipOperations ManagementStrategyCommunication SkillsAnalytical SkillsCustomer serviceRESTful APIsTrainingTeam managementProcess improvementCustomer supportCustomer SuccessSaaS

Requirements:

5+ years leading in a high-calibre, high-volume D2C customer experience/success/service/support role
Maniacal about metrics (SLAs, reply times, CSATs)
Strong understanding of processes
Experience building A-player teams
Recognition of the revolutionary impact of LLMs

Responsibilities:

Run Careteam & Customer Success teams
Guide automations and oversee processes & training to rapidly scale with high customer love
Implement AI to aid human work
Build 7 days/wk coverage with live support
Collect NPS & CSAT feedback
Map capacity requirements and bring in extraordinary A+ talent
Define roles, audit performance, and monitor SLAs
Ensure a positive work environment
Trigger delight across the customer lifecycle

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