Head of Customer Experience, Fella Health

• Experience: You have 5+ years leading in a high-calibre, high-volume D2C CX/sales/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
• Metrics: You’re maniacal about your metrics. You care a weird amount about your analytics stack and you closely monitor Reorder %, Churn %, SLAs, reply times, NPS, & CSAT
• Processes: 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 :)
• Trenches: 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
• Hiring: You hate incompetence as much as me. You build a team of strictly A-players
• AI: 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
• Excellence: 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%)