Job Overview
Location
Remote (US)
Job Type
Full-time
Category
Customer Success
Date Posted
March 30, 2026
Full Job Description
đź“‹ Description
- • As Director of Customer Experience at Fitt Insider Inc.’s healthtech client, you will build and lead a world-class customer experience function from the ground up, defining how the company supports customers across device and software to turn CX into a true competitive advantage in the rapidly growing vitamin D wellness market.
- • You will design and implement the systems, processes, and team that deliver a premium, responsive, and human-centered experience at scale, ensuring seamless support for both hardware (UVB light therapy device) and software (companion app) while leveraging customer feedback to drive product and operational improvements.
- • Day to day, you will build and lead the customer service function, including hiring, training, and managing a high-performing team focused on delivering exceptional support across email, phone, chat, and in-app channels.
- • You will define the end-to-end customer support experience, implementing and managing customer service platforms such as HubSpot, Shopify, and Salesforce to ensure consistency and efficiency across all touchpoints.
- • You will design and optimize workflows for support, returns, replacements, and issue resolution, establishing clear SLAs, quality standards, and performance metrics to measure and improve team effectiveness.
- • You will implement modern tools including AI chat, automation, and intelligent ticket routing while maintaining a high-touch, empathetic experience that reflects the brand’s premium positioning.
- • You will partner closely with product, engineering, and operations teams to resolve customer issues swiftly and use insights to inform product enhancements and operational decisions.
- • You will develop comprehensive knowledge bases, self-service tools, and support content to empower customers and reduce friction in the support journey.
- • You will ensure a seamless experience across hardware and software support, bridging the gap between physical device functionality and app-based user experience.
- • You will turn customer feedback into actionable insights, creating feedback loops that directly inform product roadmap, usability improvements, and operational refinements.
- • About the team or company: You will join a venture-backed healthtech innovator using clinically validated UVB light technology to safely boost natural vitamin D production, addressing widespread deficiency without sun exposure risks — a mission-driven company where customer trust and experience are central to adoption and long-term success.
- • In this role, you will have the opportunity to shape the customer experience function from inception, establishing best practices that scale with the company’s growth and positioning the brand as a leader in premium, human-centered health tech support.
- • You will achieve measurable impact by improving customer satisfaction, reducing resolution times, increasing retention, and turning support interactions into opportunities for education, engagement, and brand loyalty.
🎯 Requirements
- • 7–12+ years of experience in customer service or customer experience leadership
- • Proven experience building and scaling customer support teams from early stages
- • Strong familiarity with HubSpot, Shopify, Salesforce, or similar CRM and service platforms
🏖️ Benefits
- • Opportunity to build and lead a customer experience function from the ground up at a mission-driven healthtech startup
- • Remote work flexibility within the US, enabling work-life balance while contributing to a growing innovative company
- • Direct impact on product and operational improvements through customer insights, with close collaboration across product, engineering, and operations teams
Skills & Technologies
Remote
About Fitt Insider Inc.
Fitt Insider Inc. is a media and data company that covers the business of fitness and wellness. Through newsletters, podcasts, market research reports and a searchable database, it tracks funding, M&A, emerging brands and consumer trends across gyms, nutrition, wearables, digital health and active lifestyle sectors, serving investors, operators and job-seekers with actionable insights.
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