Head of Customer Experience at Aios Medical Remote, 125k- 225k yr 0.2 -0.6

📋 Description

• • As the Head of Customer Experience at Aios Medical, you will be instrumental in shaping and delivering an "insanely great" customer service experience, driven by a near-pathological obsession with Customer Experience (CX).
• • Your core mission is to ensure every customer interaction, post-purchase, contributes to increased customer satisfaction and, consequently, enhanced customer retention, as we aim to 10x our global customer base to 350k monthly patients in 2026 while maintaining exceptionally high quality standards without team bloat.
• • You will own the entire system that governs customer communications, leveraging AI as a significant force multiplier to automate repetitive tasks, equip every interaction with precise tooling, and eliminate time spent on unproductive busywork, all while upholding painfully high quality.
• • You will establish and manage a rigorous 7-day operating rhythm characterized by maniacally high standards, including tight Service Level Agreements (SLAs), progressively faster reply times, and impeccable quality control across all customer-facing operations.
• • A key responsibility is the obsessive monitoring of Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, proactively identifying trends, and translating customer feedback into immediate, actionable improvements to our services and processes.
• • You will collaborate closely with CX Team Leads to forecast capacity requirements, strategically recruit and onboard extraordinary "A" talent who are exceptional, adaptable, and driven, ensuring rapid and effective integration into the team.
• • A critical aspect of your role involves clearly defining team roles, maintaining a constant awareness of individual and team performance, and fostering an environment where "vibes are immaculate" and every team member is empowered to do the best work of their lives.
• • Success in this role positions you as a strong candidate for future leadership positions, such as VP of Operations, given the strategic importance and scope of your responsibilities.
• • This is a full-time, fully remote position, designed for asynchronous work within a timezone of your choice, with the expectation of availability until midday Pacific Time on weekdays to ensure cross-timezone collaboration.
• • The role offers flexibility for personal commitments, such as family needs, reflecting our kid-friendly and supportive work culture.
• • As a senior leader, you will report directly to the International General Manager (Jordan Pellikan) and receive close oversight from the CEO (Richie), working collaboratively with other key leaders including the Head of Product (Ben Dowdle), VP Engineering (Gzim Helshani), Lead US Clinician (Lane Thaut), UK Pharmacy Lead (Saim Dalvi), and Chief of Staff (Joey Gracek).
• • You are expected to take extraordinary measures to ensure user happiness, making customers feel that signing up with Aios Medical was one of their best decisions, and to continuously brainstorm innovative ways to delight them.
• • You will lead the CX team, taking full accountability for every interaction a paying customer has with any team member.
• • A core tenet of your approach will be to hate unnecessary team bloat, working with Product and Engineering to drive automation, oversee processes, and implement training that enables rapid scaling while maintaining high customer satisfaction and retention.
• • You will systematically review team workflows to identify and automate as much as possible, embodying our "Algorithms over Humans" motto.
• • You must embrace the AI revolution, ensuring every human task is augmented by precise AI implementations.
• • You will ensure the tooling used by your team is coherent, smooth, and modern, eliminating "busy work" and "fluff" and ensuring human input is only required where essential.
• • You will work towards building 24/7/365 coverage with live support, including phone support, to meet customer expectations for immediate replies.
• • You will be responsible for driving customer delight to the extent that customers write great reviews on TrustPilot and refer others, maniacally collecting NPS and CSAT feedback, analyzing it meticulously, and implementing changes based on insights.
• • In hiring, you will map capacity requirements and recruit exceptional, adaptable, and driven "A" talent.
• • You will ensure new hires are onboarded rapidly and effectively, and that team members receive ongoing training for complex situations and broader understanding, maintaining a superb, up-to-date knowledge base for team self-sufficiency.
• • You will work with team leads to define roles, audit performance, monitor SLAs, and conduct structured 1-on-1s and stand-ups, ensuring efficiency and focus.
• • You will cultivate a positive team atmosphere where everyone is excited to contribute and do their best work, supported by great benefits and compelling career development opportunities.
• • Beyond great service, your objective is to trigger delight, seeking high-ROI interventions across the customer lifecycle that create "WOW" moments.
• • You will be accountable for key performance indicators (KPIs) including Reorder Rate, Trustpilot Ratings, Rolling 30d Churn, NPS, and 4hr SLA adherence, with ambitious targets for Q3 2025 and stretch goals.
• • You will be expected to drive the UK Reorder Rate from 49.0% to a target of 65.0% (stretch 90.0%) and the US NPS from 48 to a target of 60 (stretch 90).
• • You will also focus on improving Trustpilot ratings to 4.7+ and reducing Rolling 30d Churn to 12.0% (stretch 9.0%).
• • SLA adherence for both UK and US is targeted at 90% (stretch 99.9%).