Customer Care Team Lead, HeliosX
DigitalRX US
More information about location
Profitable health tech, providing convenient access to prescription medication in multiple countries
Job no longer available
Profitable health tech, providing convenient access to prescription medication in multiple countries
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To become the world's #1 platform to buy prescription medication, and serve patients across the globe to help improve their daily lives.
Role
Who you are
- Experience of supervising a customer facing team, within a multi-channel high volume contact centre environment
- Good understanding of customer service tools (e.g. Zendesk)
- Experience of delivering against team targets
- Caring leader with a high level of customer and employee empathy
- Detailed, process and results driven
- Data literate and competent in Excel, or aptitude to upskill in this area
- Skilled at providing effective feedback in a motivating manner
- Nice to have - experience in a Digital Health business
What the job involves
- Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions
- You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone
- Come be a part of making our dream of easier and faster healthcare a reality!
- We are looking for a Customer Care Team Lead to manage one of the two Customer Care teams which provide support to RocketRx and ZipHealth (“DigitalRx”) customers
- This role will be responsible for supervising a team of Customer Care Advisors (expected 10-12), with responsibility for team adherence to efficiency, quality and 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
- Team Management
- Lead a team of CC advisors, setting the example for putting the customer first and providing best-in-class customer support
- Embody the HeliosX values and celebrate success in the team. Encourage new ideas to improve the customer experience or efficiency of the team
- Ensure the team has all the required information to excel in their roles. Communicate relevant updates to processes, new services and products to the team
- Manage CC advisors to meet the set individual productivity, adherence and quality targets
- Work with the second DigitalRx Team Lead to ensure SLA targets are met for shared brands, with support from the Ops Analyst
- Complete the required team evaluations within the parameters set by the Quality & Learning Success Manager
- Conduct regular 121 sessions with CC advisors, balancing empathy for both advisors and customers. Provide effective feedback to advisors, leveraging results of evaluations and target adherence
- Ensure the team accurately and timely update the Complaints & Incidents log and manage/sign-off on any outcomes
- Team Reporting
- Provide weekly updates on productivity & SLA performance, at an individual advisor and team level
- Identify causes for failed adherence to targets (individual or team level) and implement changes based on relevant data
- Special Projects
- Provide support in delivering special projects, with the aim of improving efficiency, quality or preparing for new launches
- Example projects may include:
- Deliver a targeted training programme and demonstrate evidence of improvement over specific areas of concern through targeted evaluations
- Deliver automation and efficiency improvement projects, without compromising the customer experience
- Work with the Clinical Ops Manager on any shared customer experience projects
- Prepare for a new service / product / geography launch by ensuring all internal documentation, training materials and resources are up to date, while also ensuring external customer resources ready to go e.g. website Help Centre
- Recruitment and Onboarding
- With support from Talent Ops, manage recruitment for any new advisors required in the team
- Be part of the recruitment panel for the other CC teams
- Monitor newly onboarded Customer Care Advisors’ adherence to targets
- Strategy and OKRs
- Identify opportunities within the team which are aligned with Customer Care and HeliosX OKRs
Our take
HeliosX is a global digital healthcare group behind some of the most recognised online health brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. The company has earned the trust of millions of patients by combining technology with deep clinical expertise, supported by its own pharmacies, manufacturing capabilities, and in-house medical, research, and pharmacy teams.
By 2025, HeliosX had treated over 1.2M patients worldwide and established £781M in revenue, marking more than 300% year-on-year growth and established itself as a clear market leader in the UK. Its impact goes beyond commercial success too, with weight-loss treatments alone helping patients lose millions of kilograms of excess weight, contributing to meaningful improvements in long-term health outcomes. At the same time, the business expanded internationally, successfully launching in Germany and Canada while continuing to grow its presence in the US.
Now its looking towards 2026, and hopes to reach £1.6B in revenue, expand into eight global markets, and significantly widen its range of conditions and treatments, with a focus on shaping the future of digital healthcare. Its goal is to become a truly world-leading healthcare partner and one that combines scale, speed, and clinical rigour to redefine how personalised care is deliver, and to create systems and products that improve lives at a global level for years to come.
Freddie
Company Specialist at Welcome to the Jungle
Insights
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..."
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
Midlands Hub, Leamington Spa, UK
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)Previously HeliosX's VP of Operations. Also worked at The Cambridge Code as an Operations Director, was a Strategy Consultant at PwC and an Operations Director at Oviva.
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