Senior Manager of Customer Care, HeliosX

United States

$79.7-107.9k

Senior and Expert level

London

Remote from US

More information about location

Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK

Job no longer available

Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK

201-500 employees

HealthcareB2CPersonal healthMencareD2CBeautyWellbeingeCommerceMedTechProduct

Job no longer available

$79.7-107.9k

Senior and Expert level

London

Remote from US

More information about location

201-500 employees

HealthcareB2CPersonal healthMencareD2CBeautyWellbeingeCommerceMedTechProduct

Company mission

Creating a more confident world, where everyone can take control of their health to lead happier and healthier lives.

Job

Company

Role

Who you are

5+ years in CS leadership, managing frontline & outsourced (BPO) teams
Experience in a regulated industry, ideally telemedicine
Proven track record of scaling operations in a fast-growing, digital-first business
Experience in multi-channel customer support (voice, chat, email)
Strong analytical skills—able to diagnose performance trends & act fast
Hands-on experience with AI-driven automation & workforce planning
Excellent stakeholder management, working cross-functionally with Product, QA, and Training teams

What the job involves

We are looking for Senior Customer Support Manager (US) to manage our Customer Care teams which provide support to ZipHealth customers, which offers support to the wider HeliosX organisation, covering brands such as RocketRX, Levity & Dermatica
This role will be responsible for supervising a team of Customer Care Advisors (expected 12-15), with responsibility for team adherence to efficiency, quality and Service Level Agreement (SLA) targets
This role will also provide support in delivering special projects with the aim of improving the service quality and efficiency or preparing for new launches
As Senior Customer Support Manager (US), you’ll own service performance, drive operational excellence, and lead a high-performing team across in-house and outsourced support teams. If you’re a proven CS leader with a passion for customer experience, AI-driven automation, and scaling efficient operations—this is your opportunity to make an impact
Own CSAT, SLA, and cost performance metrics across in-house & BPO teams
Oversee day-to-day execution of service delivery across chat, voice, and email
Ensure workforce planning, staffing models, and scheduling align with business needs
Monitor real-time performance trends, resolving issues before they escalate
Streamline workflows & implement best practices to optimise agent performance
Leverage AI, automation, and self-service solutions to reduce manual workload
Collaborate with Product & Engineering teams to enhance the customer journey
Own cost per contact and drive continuous efficiency improvements
Lead & develop regional CS teams, ensuring engagement & career growth
Work with QA & Training teams to maintain high service quality
Embed a performance-driven culture with structured coaching & feedback
Lead in identifying and setting up BPO partnerships
Oversee outsourced CS operations, ensuring SLAs, quality, and compliance
Ensure seamless integration of BPO teams with in-house support
Optimise cost efficiency & service consistency across all channels

Salary benchmarks

Our take

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.

HeliosX aims to improve the quality, accessibility and affordability of healthcare across the UK, US and Europe. With millions of customers worldwide, it operates across the medical, dermatology, and nutritional supplement sectors through its top-selling brands and products - Dermatica (personalised skincare brand), MedExpress (telepharmacy), Levity (prescription weight loss), ZipHealth (online medical consultations & pharmacy) and their men's health brand, RocketRx.

HeliosX has seen its global revenue rocket from £60m to £180m between 2023 and 2024. This growth is impressive for a company that's had no external funding, and it aims to accelerate its expansion in 2025 by moving into new territories.

Freddie

Company Specialist at Welcome to the Jungle

Insights

62% female employees

34% employee growth in 12 months

Glassdoor (4.4)

Trustpilot (4.4)

Company

Employee endorsements

Team energy

"Empathic and energetic team is what makes you feel good when you go to work Monday morning. Imagine how important it is if you work remotely! And I..."

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Company benefits

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

Company values

Build Team Excellence
Putting Customers First
Today Not Tomorrow
Thinking Differently
Act Like an Owner
Keep it Simple
Do More With Less
Communicate Candidly

Company HQ

London, UK

Articles

The Hard Truth About Online Skincare Prescription Services

Leadership

Dwayne D'Souza

(Founder & Chairman of the Board)

After graduating from the University of Cambridge and gaining experience as a Software Engineer and later in Algorithmic Trading, Dwayne founded HeliosX in 2013.

Stuart Peak

(CEO)

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