Director of Customer Service, HeliosX

• Extensive senior leadership in healthtech with a track record of scaling and transforming large, international customer service organisations of 300+ agents
• Exceptional data and analytical skills, with a high attention to detail
• Strategic mindset with a deep empathy for customer needs, balanced with a commercial mindset
• A proven ability to lead in a fast-paced, high-growth environment, driving transformational change
• Excellent leadership and collaboration skills, with the ability to influence cross-functional teams
• Preferred: In-depth knowledge of Zendesk or other leading customer service platforms

• We are seeking a strategic and visionary Customer Service Director to lead HeliosX’s global customer service function
• This new leadership role is an opportunity to join an innovative team providing prescription weight-loss, dermatology and men’s health solutions in a digital health setting going through a stage of hyper-growth
• This role will own the Customer Service strategy to deliver industry-leading support to a customer base with diverse needs - from routine queries to complex clinical support
• You will lead a global team and leverage in-house Medical expertise, technology, and outsource solutions to deliver a best-in-class service
• Develop a global customer service strategy to support HeliosX’s business goals and deliver a best-in-class service
• Design and implement a scalable and tiered advisor team structure, including use of outsource partners
• Lead the team to successfully execute the customer service strategy, fostering a high-performance culture across the team
• Lead and mentor a senior management team, ensuring they drive excellence in capacity planning, resource management, performance management and quality assurance
• Set and manage the customer service budget and deliver timely and insightful reporting on performance variance to budget and service KPIs
• Develop global quality and training frameworks, establishing high-impact programs that improve service delivery and foster a culture of learning and development
• Partner with Product and Ops Excellence teams to implement technology, such as AI and automation, to optimise customer interactions, streamline workflows, and improve agent productivity
• Implement a culture of operational excellence by leveraging best practices and driving process innovation
• Collaborate with cross-functional peers to address broader systemic contact drivers, prioritise customer feedback and deliver strategic business improvements
• Partner with Medical to drive governance and ensure a seamless customer experience between Customer and Clinical support teams, in particular in handling complex clinical cases, complaints, and incidents

• Monthly Socials
• Health Insurance
• Gym discount
• Flexible working
• £1,000 Annual Learning and Development budget
• Audible Subscription
• Pension Contribution
• 25 days holiday + UK Bank holidays
• Free HeliosX Products

Generally speaking, the healthcare sector is slow to adopt new technologies. HeliosX bucks the trend, having been founded in 2013 to provide quicker, convenient access to medications through the use of cutting-edge tech.