Customer Excellence Lead

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

📋 Description

• Take charge of architecting, configuring, and launching the complete support stack — you are responsible for the tools from start to finish: Jira routing, Intercom, CRM, knowledge base, SLA definitions, escalation logic, and AI-assisted triage.

• Set up Jira workflows to channel bugs, product feedback, and data inquiries to Product, Engineering, and Data Science teams — ensuring full 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 ticket volumes driven by insurance without proportional increases in headcount.

• Own the entire KPI cycle hands-on: establish definitions, create dashboards, extract data, and investigate anomalies personally — you will be the first to review the queue when CSAT decreases or resolution times escalate.

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

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

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

• Initially, serve as the multilingual support function — addressing queries in various languages, establishing tone standards, and creating playbooks based on live interactions.

• As volume increases, transition into BPO oversight: selecting vendors, conducting calibration sessions, reviewing agents, creating quality scorecards, and enforcing compliance. You develop the standards before enforcing them on others.

• Design and manage onboarding programs for all segments — HCPs, corporate clients, insurance partners, and end users — tailored to context and regulatory requirements.

• Produce training materials, guides, and self-service libraries using AI tools for creation, localization, and upkeep.

• Create a tiered engagement model — ranging from high-touch institutional support to automated self-service flows — with clear transition criteria as accounts progress.

• Represent customer insights in product, commercial, and regulatory discussions.

• Collaborate with Business Development on institutional onboarding and pilot projects.

• Work together with Regulatory & Compliance on QMS documentation and GDPR responsibilities across all support operations.

⛳️ Requirements

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

• Demonstrated ability to function as the sole person in a role: created processes from scratch, with complete accountability for outcomes before any systems were in place.

• Experience in HCP-facing roles within diagnostics, digital health, or medical devices — familiar with clinical workflows and expectations of healthcare professionals.

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

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

• Knowledge of Instabug or comparable in-app feedback tools that integrate into support pipelines.

• Active, hands-on experience using AI tools to automate support workflows — demonstrated with specific examples.

• Excellent command of English; proficiency in German is strongly preferred given our launch markets in Germany and Switzerland. Knowledge of additional European languages (French, Italian, Spanish) is a significant advantage.

🏝️ Benefits

• Complete remote flexibility across Europe, with occasional travel for partner meetings and company offsites.