Head of Customer Experience, Fella Health

• You have 5+ years leading in a high-calibre, high-volume D2C customer experience/success/service/support role (or equivalent)
• You do not need healthcare experience. I have a strong preference for people who understand & enjoy the scary intensity of a high-growth startup
• You’re maniacal about your metrics. You care a weird amount about your analytics stack and you closely monitor SLAs, reply times, CSATs
• You’re all about the processes. Your friends tease you, your partner finds it annoying, your colleagues call you “the process kid”. You don’t care — that’s just who you are
• You don’t hesitate to get your hands dirty in the trenches
• You’re not too pretentious or senior to grind it out when needed — in fact you miss the times when that was more of your day-to-day
• You hate incompetence as much as me. You build a team of strictly A-players
• You recognize how revolutionary LLMs are for your job
• You stay at the frontier of the latest developments & ensure every bit of human work is aided by a precise implementation of AI
• You’re annoyingly capable at meta skills. You’re an autodidact with impressive speed and resourcefulness
• You’re highly organized and can complete multiple projects concurrently
• You calmly handle uncertainty and rapidly changing situations
• You think in systems to fix the underlying cause of an issue

Desirable

• As Head of Customer Experience at Embedded Medical, your fundamental role is to delight customers with “insanely great" service through a near-pathological obsession with CX
• We’re going to 10x our customer base to ~100k patients by the end of 2025, and we need to keep quality painfully high without team bloat
• You’ll run all our customer-facing teams after a customer has purchased. If a paying customer has an interaction with one of our team-members, that’s on you
• You’re in charge of our systems for communicating with customers
• You’ll oversee processes & training so we can rapidly scale with high customer love and without bloat
• You’ll welcome the AI revolution, where every bit of human work is aided by a precise implementation of AI
• Your team’s tooling will avoid busy work and you’ll build 7 days/wk coverage
• You’ll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly
• You’ll obsess about your customer support metrics: SLAs, reply times, CSATs
• You’re also in charge of our people. You’ll work with our Clinical Ops Lead to map our capacity requirements and bring in extraordinary A+ talent who are onboarded rapidly & effectively
• You’ll work with our team leads to clearly define roles, audit performance and monitor SLAs
• You’ll ensure our vibes are immaculate & everyone is doing the best work of their life — benefits are great and career development is compelling
• If you nail this role, you’ll be a great candidate for future senior broader ops roles
• This is a senior role. You’ll report directly to me, Richie :) (our CEO). I’m intense, so you’ll also be intense
• You’ll work most closely with our Head of Product & Ops (Ben Dowdle), with your Customer org in service of Ben’s Product/Ops org
• You’ll also work closely with our Clinical Ops Lead (Arvee Bondoc), Customer Success Lead (Jordan Pellikan), and Chief of Staff (Joey Gracek)
• You’ll run our Careteam & Customer Success teams. If a paying customer has an interaction with one of our team-members, that’s on you
• You hate unnecessary team bloat. You’ll work with product & engineering to guide automations and oversee processes & training so we can rapidly scale with high customer love and without excess bloat
• You systematically review your team’s workflows to constantly be automating as much as you can
• We welcome the AI revolution & so must you. “Algorithms over Humans” is our motto
• Every bit of human work should be aided by a precise implementation of AI
• No busy work. If a process needs human input, the tooling our team-member uses must be coherent & smooth
• You’ll work to build 7 days/wk coverage with live support. Our customers want immediate replies so that’s what we deliver
• You’ll make customers happy enough so they write a great review & refer others
• You’ll map our capacity requirements and bring in extraordinary A+ talent who is exceptional, adaptable, driven
• New hires are onboarded rapidly & effectively. Team-members have ongoing training to handle complex situations & understand broader ares
• We have a superb, up-to-date knowledge base so the teams are self-sufficient
• You’ll work with our team leads to clearly define roles, audit performance, monitor SLAs, and have well-structured 1-1s
• Everyone feels excited to turn up to work to do the best work of their life. Benefits are great and career development is compelling
• Your job is not just great service, but to go beyond and to trigger delight. Once you’ve nailed the basics, you’ll be hunting for high-ROI interventions across the customer lifecycle which make people go W O W
• KPIs:
• Customer Service
• SLA compliance (% of incoming messages on Front answered below 24hrs)
• Nov 2024 = 81%
• Target = 99% (Stretch = 100%)
• Average Reply Time (hrs, incoming messages on Front)
• Nov 2024 = 12h4m
• Target = 1hr (Stretch = 10min)
• SLA compliance (% of incoming messages on Front answered below 1hr)
• Nov 2024 = 32%
• Target = 90% (Stretch = 99%)
• Ticket-level post-conversion CSAT (% rating as 4 or 5 / 5)
• Nov 2024 = 92%
• Target = 95% (Stretch = 99%)
• Customer Success
• Churning MRR/day as % of total MRR
• Nov 2024 = 0.48%
• Target = 0.30% (Stretch = 0.15%)
• % MRR saved from cancelation requests
• Nov 2024 = 26.4%
• Target = 30.0% (Stretch = 40.0%)
• Reactivation MRR/day as % of total MRR
• Nov 2024 = 0.16%
• Target = 0.25% (Stretch = 0.50%)

• Email us with:
• Your resume
• Highlights from your experience relevant to the role