Head of Support and Service Experience, Wellist
More information about location
Office located in Back Bay, Boston
Consumer navigation program for healthcare patients
Be an early applicant
Consumer navigation program for healthcare patients
21-100 employees
Be an early applicant
More information about location
Office located in Back Bay, Boston
21-100 employees
Company mission
To give healthcare clients the insights and tools they need to address actual human needs, resulting in improved patient satisfaction, outcomes and loyalty.
Role
Who you are
- Proven Experience in Early-Stage, High-Growth Environments: You have at least 5 years management experience in a call center/customer support role within a lean, dynamic environment. You understand the unique challenges and opportunities of scaling teams in resource-constrained environments and you are dedicated to delivering exceptional results. Experience managing both in-person and remote teams is a plus
- Background in Care or Concierge Services: Familiarity with healthcare, employee care, or wellness settings, where high-touch, non-transactional service is the norm
- Hands-On Leadership Style: A player-coach approach that combines attention to detail with active engagement in day-to-day operations
- Commitment to Operational Excellence: A focus on results, ensuring user satisfaction, client success, and team accountability
- Strategic Mindset with Tactical Execution: Ability to balance big-picture service design with hands-on execution and management
What the job involves
- We’re looking for a results-oriented leader to help us shape and deliver a world-class service experience
- In this pivotal role, you’ll focus 20% on designing exceptional service frameworks and 80% on executing and managing Wellist’s Support Center to ensure every interaction exceeds expectations
- As a key member of the Wellist team, you will ensure our Support Center consistently delivers exceptional experiences that enhance user wellbeing and strengthen client partnerships
- You’ll lead a team of Support Specialists in Boston and Patient Ambassadors in Connecticut, driving operational excellence while fostering a culture of care and compassion
- Shape the vision for a best-in-class service experience, leveraging user feedback and market trends to innovate and refine service delivery
- Develop and document service standards, processes, tools and workflows that enhance personalization and efficiency
- Collaborate with cross-functional teams to align service design with company goals and client expectations
- Work Planning: Manage schedules and assign daily workloads to meet all client commitments with excellence
- Daily Performance Management: Review team metrics each morning (e.g., answer rates, enrollments) and provide real-time coaching during stand-ups and one-on-ones to ensure continuous improvement
- Quality Assurance: Monitor calls and in-person Ambassador interactions to uphold high service standards. Regularly review communications for accuracy and alignment with Wellist’s values, providing development plans where needed
- Resolve User Escalations: Serve as the escalation point for complex user issues, ensuring solutions are delivered with empathy and effectiveness
- Hands-On Coverage: Step in as needed to provide direct support in the call center or on Ambassador shifts, maintaining seamless service delivery as a player-coach
- Onboarding and Training: Oversee hiring, onboarding, and training of new team members, supporting team growth as we double in size in the coming year
Our take
Achieving success as a healthcare provider requires patients to receive the best healthcare possible. But this is commonly stunted by a one-size-fits-all approach. Neither patients, families, nor caregivers have the tools to achieve personalized healthcare experiences. This ultimately leads to unsatisfied patients and missed growth opportunities for healthcare providers.
To help with this, Wellist provides a consumer navigation program for healthcare patients, families, and caregivers. This provides them with a digital education platform, communication tools, vetted support services, and the necessary communication mediums for maximizing the care quality that patients receive.
Whilst many startups within the healthcare sector are leveraging cutting-edge tech such as AI and automation to improve care quality, Wellist has actually taken a step back. It focusses instead on the tools and resources needed for better healthcare. This unique approach enables it to both stand out and supply value for all parties in the healthcare ecosystem.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 3 rounds)
Nov 2019
$3.5m
LATE VC
May 2018
$10m
SERIES A
Total funding: $14m
Company benefits
- Interesting, diverse team members
- Opportunities to develop your career
- Company off-sites
- Medical and dental insurance coverage
- Life & disability insurance
- 3 weeks of PTO
- Generous parental leave policy
Company values
- Refreshing - Brings upbeat “can-do” attitude and creative new ideas to help make life easier for our users, customers, partners and colleagues
- Empathetic - Understands others’ experiences and emotions. Acts with kindness, compassion and respect
- Empowering - Takes accountability for helping others succeed. Coaches and develops others at all levels of the organization
- Trustworthy - Does what is right. Speaks truthfully and acts with integrity. Follows through on commitments
- Adaptable - Flexible. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change
Company HQ
Fox Chapel, PA
Articles
Leadership
Ashley Reid
(Founder & CEO)Senior Manager of Global Transformation and Strategy Advisor for Philips Healthcare from 2009 to 2013. Experience as Member of the Board of Advisors for MassChallenge Healthtech.
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