Customer Excellence Lead

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

📋 Description

• Design, configure, and implement the complete support framework, which includes Jira routing, Intercom, CRM, knowledge base, SLAs, escalation logic, and AI-assisted triage.

• Set up Jira workflows to direct bugs, product feedback, and data inquiries to Product, Engineering, and Data Science teams, ensuring traceability and resolution.

• Integrate Instabug or a similar in-app feedback tool into the support framework.

• Create AI-enhanced workflows to manage ticket volume driven by insurance without proportionate headcount increases.

• Manage KPI definitions, dashboards, reporting, and anomaly investigations; evaluate queue performance when customer satisfaction or resolution times decline.

• Monitor account health and oversee retention, expansion, strategic reviews, and escalation management for key insurance and clinic accounts.

• Deliver multilingual support at the outset, establish tone standards, and develop playbooks based on live interactions.

• Transition to BPO supervision as volume increases, which includes vendor selection, calibration, agent review, quality scorecards, and compliance enforcement.

• Craft and oversee onboarding programs for healthcare professionals, corporate clients, insurance partners, and end users.

• Create training materials, guides, and self-service libraries utilizing AI tools for generation, localization, and maintenance.

• Develop tiered engagement models ranging from high-touch institutional stewardship to automated self-service processes.

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

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

• Work with Regulatory & Compliance on Quality Management System documentation and GDPR obligations.

⛳️ Requirements

• Over 5 years of experience typically gained in a customer excellence or operations role, assessed by depth of ownership.

• Experience functioning as both a strategic leader and individual contributor within a customer excellence or operations role.

• Proven ability to build processes and functions from the ground up with full accountability for results.

• Experience interacting with healthcare professionals in diagnostics, digital health, or medical devices.

• Familiarity with clinical workflows and the expectations of healthcare professionals.

• Experience in consumer health or B2C digital health sectors.

• Proficient in Jira for ticket routing and escalation processes.

• Experienced with Intercom, Zendesk, HubSpot Service Hub, or similar support platforms.

• Knowledge of Instabug or equivalent in-app feedback tools.

• Practical experience utilizing AI tools to automate support workflows, with concrete examples to demonstrate.

• Excellent command of English.

• Proficiency in German is highly preferred.

• Additional European languages such as French, Italian, or Spanish are advantageous.

• Experience managing BPO operations is a plus.

• Familiarity with In Vitro Diagnostics (IVD), Software as a Medical Device (SaMD), or regulated health environments is beneficial.

• Understanding of ISO 13485, IVDR, or GDPR regulations is a plus.

🏝️ Benefits

• Full remote flexibility across Europe.

• Occasional travel for partner meetings and company offsites.

• Compensation aligned with seniority and benchmarked to your location within Europe.

• High-ownership role with a direct impact on product direction and company growth.

• Clear pathway toward team leadership as the company scales.