Head of Customer Experience

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

📋 Description

• Spearhead Bask Health's strategy for customer experience and service operations.

• Assess and enhance the complete customer journey.

• Establish uniform communication and service standards for customers.

• Create scalable processes for customer support and escalation.

• Lead and mentor the customer-facing teams within the approved structure.

• Set performance expectations for customer experience.

• Monitor metrics related to customer satisfaction and service quality.

• Keep track of response times, resolution times, and trends in escalations.

• Identify persistent customer frustrations and service deficiencies.

• Develop systems for gathering and acting on customer feedback.

• Enhance collaboration between customer success and technical support teams.

• Work with product and engineering teams on recurring customer experience challenges.

• Assist in prioritizing product enhancements that minimize customer friction.

• Manage complex customer escalations and sensitive service situations.

• Define clear responsibilities and follow-up procedures for customer inquiries.

• Enhance customer onboarding and activation processes.

• Create resources for customer education and self-service support.

• Develop internal service playbooks and training documentation.

• Establish quality assurance processes and customer interaction reviews.

• Provide coaching to team members on communication, problem-solving, and customer care.

• Review customer service tools and operational workflows.

• Suggest process improvements that enhance efficiency and consistency.

• Manage customer communications during platform issues when necessary.

• Streamline transitions between sales, onboarding, customer success, and support.

• Aid in organizational planning and customer experience recruitment.

• Set up reporting mechanisms that convey customer experience performance to leadership.

• Foster accountability and follow-through across customer-facing departments.

• Ensure adherence to appropriate privacy, security, and information-handling practices.

• Escalate clinical, pharmacy, and compliance issues to the relevant teams.

• Identify ways to reduce unnecessary customer support requests.

• Contribute to building a customer experience function that can grow alongside Bask Health.

• Take responsibility for the quality and continuous improvement of the customer experience.

⛳️ Requirements

• Over 10 years of experience in customer experience, customer success, customer support operations, client services, or a closely related customer-facing role.

• Minimum of 4 years of direct management experience with customer-facing teams.

• Proven experience leading customer experience or support operations within a SaaS environment.

• Significant experience working with e-commerce businesses, online merchants, or merchant-facing software.

• Deep understanding of the customer lifecycle, including onboarding, adoption, ongoing support, and retention.

• Experience in developing and implementing customer experience strategies.

• Demonstrated capability in building and refining customer support processes.

• Experience in managing service quality and initiatives aimed at customer satisfaction.

• Proven ability to coach, develop, and assess customer-facing staff.

• Experience in defining service standards and operational performance expectations.

• Strong grasp of metrics related to customer satisfaction, response times, resolution times, and escalations.

• Experience utilizing customer feedback and service data to pinpoint areas for improvement.

• Ability to create scalable customer support and escalation protocols.

• Experience in overseeing complex customer escalations.

• Strong understanding of customer communication and service recovery strategies.

• Experience collaborating with product and engineering teams on customer-facing challenges.

• Ability to convert customer feedback into actionable operational and product recommendations.

• Experience enhancing customer onboarding and improving support handoffs.

• Familiarity with customer support platforms, ticketing systems, and reporting tools.

• Experience in crafting customer service playbooks and training programs.

• Excellent written and verbal communication skills.

• Ability to present operational performance and recommendations to senior leadership.

• Strong analytical skills and data-driven decision-making capabilities.

• Experience managing multiple operational priorities effectively.

• Strong organizational abilities and skills in process improvement.

• Ability to lead teams in a remote, cross-functional environment.

• Availability to collaborate during designated U.S. Eastern Time working hours.

• Strong ownership mentality and accountability for customer experience outcomes.

• Nice to Have: Experience in leading customer experience at an e-commerce SaaS company.

• Nice to Have: Experience supporting Shopify merchants or direct-to-consumer brands.

• Nice to Have: Familiarity with Shopify, BigCommerce, Klaviyo, Gorgias, Recharge, or similar commerce platforms.

• Nice to Have: Experience working directly with entrepreneurs and online business owners.

• Nice to Have: Experience leading both customer success and technical support teams.

• Nice to Have: Experience establishing customer support operations during phases of company growth.

• Nice to Have: Familiarity with customer satisfaction measurement and customer feedback programs.

• Nice to Have: Experience implementing quality assurance processes in customer support.

• Nice to Have: Experience enhancing first-contact resolution and reducing repeat support requests.

• Nice to Have: Experience creating self-service support resources or customer help centers.

• Nice to Have: Familiarity with Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar tools.

• Nice to Have: Experience developing customer journey maps and service blueprints.

• Nice to Have: Experience designing processes for customer escalation and incident communication.

• Nice to Have: Experience improving onboarding and implementation transitions.

• Nice to Have: Experience creating operational dashboards and performance reporting.

• Nice to Have: Experience leading cross-functional initiatives aimed at enhancing customer experience.

• Nice to Have: Familiarity with online storefront, checkout, and payment workflows.

• Nice to Have: Experience supporting subscription commerce businesses.

• Nice to Have: Familiarity with healthcare technology or telehealth platforms.

• Nice to Have: Experience collaborating directly with founders and senior leadership.

🏝️ Benefits

• Comprehensive health benefits.

• Flexible working hours.

• Opportunities for professional development.

• Engaging company culture.