Customer Excellence Lead

This is a fully remote position, open to applicants in Italy.

📋 Description

• Establish and oversee the customer excellence function from the ground up: support infrastructure, onboarding programs, training systems, and operational frameworks that facilitate outstanding results at scale.

• Personally design, set up, and implement the complete support stack — manage the tools end-to-end: Jira routing, Intercom, CRM, knowledge base, SLA definitions, escalation logic, and AI-assisted triage.

• Configure Jira workflows to direct bugs, product feedback, and data inquiries to Product, Engineering, and Data Science — ensuring complete traceability and closure loops.

• Integrate Instabug or a similar in-app feedback tool into the support pipeline for automated capture and routing.

• Develop AI-enhanced workflows to manage insurance-driven ticket volume without proportional headcount increases.

• Oversee the entire KPI cycle in a hands-on manner: define metrics, create dashboards, extract data, and analyze anomalies independently.

• Convert ground-level analysis into structured, insight-driven reports for leadership.

• Monitor account health, proactively identify at-risk segments, and take ownership of retention and expansion initiatives.

• Direct strategic reviews and manage escalations for key insurance and clinic accounts.

• Design and manage onboarding programs for all segments — healthcare professionals, corporate clients, insurance partners, and end users.

⛳️ Requirements

• Proven experience acting as both a strategic leader and individual contributor within a customer excellence or operations function — typically gained over 5+ years, but evaluated based on the depth of ownership rather than just tenure.

• Demonstrated capability to function as the sole person in a function: developed processes from scratch, with complete accountability for outcomes prior to the existence of the systems that produce them.

• Experience engaging with healthcare professionals in diagnostics, digital health, or medical devices — knowledgeable about clinical workflows and the expectations of healthcare professionals.

• Experience in consumer health or B2C digital health — understanding the dynamics of end-user support and the expectations for consumer-grade service.

• Proficiency in Jira for ticket routing and escalation; experience with Intercom, Zendesk, HubSpot Service Hub, or similar support platforms is required.

• Familiarity with Instabug or comparable in-app feedback tools that are integrated into support pipelines.

• Active, practical usage of AI tools to automate support workflows — demonstrated with specific examples.

• Excellent command of English; proficiency in German is highly preferred due to our launch markets in Germany and Switzerland.

• Additional European languages (French, Italian, Spanish) are a significant advantage.

🏝️ Benefits

• Full remote flexibility across Europe

• Occasional travel for partner meetings and company offsites