Customer Service Director, HeliosX
+ Equity
2 days a week in office (Central London)
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
Job no longer available
+ Equity
2 days a week in office (Central London)
201-500 employees
Company mission
Creating a more confident world, where everyone can take control of their health to lead happier and healthier lives.
Role
Who you are
- 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
What the job involves
- 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
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
Few candidates hear
back within 2 weeks
62% female employees
34% employee growth in 12 months
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
London, 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)Share this job
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