Telehealth Head of Customer Experience Role
Budget: $15 – $25 USD
Head of Customer Experience
About Us
We are a US-based telehealth startup launching a direct-to-consumer brand in the peptide, hormone therapy, and longevity space — serving both men and women. We operate on a monthly subscription model with a white-label clinical platform handling prescribing and fulfillment. Your job is to own the entire patient experience from the moment someone signs up to the moment they refer a friend.
We are growing fast and building a lean, high-performance team. This is not a large corporate environment. You will have significant autonomy and direct access to the founder. If you thrive in taking ownership of a function and making it best-in-class, this role is for you.
The Role
This is a director-level position, but you are hands-on. You will work directly in the ticket queue alongside your team — answering patient questions, handling escalations, and talking to leads who need help converting. The insights you gain from doing the work are what you use to build better workflows, training programs, and retention systems. You are the single point of accountability for the patient experience, and you lead by being in the trenches, not above them.
What You Own
CS Operations & Infrastructure:
• Design and implement end-to-end CS workflows across email, chat, SMS, and phone using Zendesk as the primary platform
• Manage and optimize the CS tech stack (Zendesk, knowledge base, automation tools)
• Build a self-service knowledge base and FAQ library to deflect routine tickets
• Create escalation protocols between CS and the clinical team — know exactly where the compliance line is and train your team on it
• Establish and enforce response time SLAs by ticket priority
Hiring & Team Management:
• Recruit, hire, and onboard CS agents to cover US business hours (Eastern and Pacific time zones)
• If your working hours don’t cover the full US business day, you are responsible for hiring additional coverage and managing those people
• Build training programs including HIPAA compliance, product knowledge, de-escalation, and telehealth-specific empathy training
• Run regular QA reviews and coaching sessions
Retention & Churn Prevention:
• Own the proactive patient outreach cadence — onboarding sequences, check-ins, milestone messages, and follow-up scheduling
• Design and manage cancellation save flows (pause options, targeted offers, provider consult routing)
• Build and run win-back sequences for churned patients
• Identify churn signals early through ticket data and patient behavior patterns
Lead Conversion & Patient Education
• Engage with partial leads and drop-offs — follow up with people who started but didn’t complete signup, answer their questions, and guide them through the process
• Educate prospective and current patients on treatments, what to expect, and how the process works — be the knowledgeable, reassuring voice that builds trust
• Identify the most common objections and friction points preventing conversions and build playbooks to address them
• Collaborate with marketing to improve messaging based on real conversations with patients and leads
Analytics & Reporting:
• Build and maintain a CS dashboard tracking CSAT, NPS, FCR, response times, ticket volume, escalation rates, and churn correlation
• Deliver weekly reports to the founder with actionable insights, not just numbers
• Use ticket data to identify product, funnel, and communication problems before they scale
• Tie CS performance directly to retention and revenue metrics
Requirements
• Minimum 2 years of experience in customer service management within telehealth, DTC health, or subscription healthcare
• Proven track record of designing CS workflows and improving processes — not just managing an existing team
• Experience hiring, training, and managing remote CS agents
• HIPAA training and certification (US standard) — required before start date
• Hands-on experience with CS analytics: you build dashboards, track KPIs, and make decisions from data
• Proficiency with Zendesk (our primary platform) and familiarity with supporting tools
• Available during US business hours (you must cover or arrange coverage for both Eastern and Pacific time zones)
• Hyper-responsive communication style — we move fast and expect same-day responses on Slack
• Excellent written English
Nice to Have:
• Nursing background or Certified Healthcare Patient Trainer (CHPT) certification
• Background in men’s or women’s health, hormone therapy, peptides, or longevity/wellness
• Experience managing high-stress customer situations — billing disputes, frustrated patients, emotionally sensitive health conversations
• Experience working with white-label telehealth platforms
• Familiarity with LegitScript certification requirements
• Experience scaling CS from <100 to 500+ customers
Compensation & Growth
• $1,500–$3,000/month depending on experience
• Performance bonuses tied to retention KPIs (churn rate, NPS, CSAT targets)
• This is a ground-floor role — as the company scales, so does your scope and compensation
• Direct line to the founder with real decision-making authority over your function
How to Apply
Send a brief message covering:
• Your relevant experience — specifically in telehealth or subscription health CS
• A specific example of a CS workflow or process you improved or built and its measurable impact
• Your availability during US business hours and how you would structure coverage
• Your expected compensation within the stated range
We review applications quickly and move fast on strong candidates. If we think it’s a fit, we’ll schedule a call within a few days.
About Us
We are a US-based telehealth startup launching a direct-to-consumer brand in the peptide, hormone therapy, and longevity space — serving both men and women. We operate on a monthly subscription model with a white-label clinical platform handling prescribing and fulfillment. Your job is to own the entire patient experience from the moment someone signs up to the moment they refer a friend.
We are growing fast and building a lean, high-performance team. This is not a large corporate environment. You will have significant autonomy and direct access to the founder. If you thrive in taking ownership of a function and making it best-in-class, this role is for you.
The Role
This is a director-level position, but you are hands-on. You will work directly in the ticket queue alongside your team — answering patient questions, handling escalations, and talking to leads who need help converting. The insights you gain from doing the work are what you use to build better workflows, training programs, and retention systems. You are the single point of accountability for the patient experience, and you lead by being in the trenches, not above them.
What You Own
CS Operations & Infrastructure:
• Design and implement end-to-end CS workflows across email, chat, SMS, and phone using Zendesk as the primary platform
• Manage and optimize the CS tech stack (Zendesk, knowledge base, automation tools)
• Build a self-service knowledge base and FAQ library to deflect routine tickets
• Create escalation protocols between CS and the clinical team — know exactly where the compliance line is and train your team on it
• Establish and enforce response time SLAs by ticket priority
Hiring & Team Management:
• Recruit, hire, and onboard CS agents to cover US business hours (Eastern and Pacific time zones)
• If your working hours don’t cover the full US business day, you are responsible for hiring additional coverage and managing those people
• Build training programs including HIPAA compliance, product knowledge, de-escalation, and telehealth-specific empathy training
• Run regular QA reviews and coaching sessions
Retention & Churn Prevention:
• Own the proactive patient outreach cadence — onboarding sequences, check-ins, milestone messages, and follow-up scheduling
• Design and manage cancellation save flows (pause options, targeted offers, provider consult routing)
• Build and run win-back sequences for churned patients
• Identify churn signals early through ticket data and patient behavior patterns
Lead Conversion & Patient Education
• Engage with partial leads and drop-offs — follow up with people who started but didn’t complete signup, answer their questions, and guide them through the process
• Educate prospective and current patients on treatments, what to expect, and how the process works — be the knowledgeable, reassuring voice that builds trust
• Identify the most common objections and friction points preventing conversions and build playbooks to address them
• Collaborate with marketing to improve messaging based on real conversations with patients and leads
Analytics & Reporting:
• Build and maintain a CS dashboard tracking CSAT, NPS, FCR, response times, ticket volume, escalation rates, and churn correlation
• Deliver weekly reports to the founder with actionable insights, not just numbers
• Use ticket data to identify product, funnel, and communication problems before they scale
• Tie CS performance directly to retention and revenue metrics
Requirements
• Minimum 2 years of experience in customer service management within telehealth, DTC health, or subscription healthcare
• Proven track record of designing CS workflows and improving processes — not just managing an existing team
• Experience hiring, training, and managing remote CS agents
• HIPAA training and certification (US standard) — required before start date
• Hands-on experience with CS analytics: you build dashboards, track KPIs, and make decisions from data
• Proficiency with Zendesk (our primary platform) and familiarity with supporting tools
• Available during US business hours (you must cover or arrange coverage for both Eastern and Pacific time zones)
• Hyper-responsive communication style — we move fast and expect same-day responses on Slack
• Excellent written English
Nice to Have:
• Nursing background or Certified Healthcare Patient Trainer (CHPT) certification
• Background in men’s or women’s health, hormone therapy, peptides, or longevity/wellness
• Experience managing high-stress customer situations — billing disputes, frustrated patients, emotionally sensitive health conversations
• Experience working with white-label telehealth platforms
• Familiarity with LegitScript certification requirements
• Experience scaling CS from <100 to 500+ customers
Compensation & Growth
• $1,500–$3,000/month depending on experience
• Performance bonuses tied to retention KPIs (churn rate, NPS, CSAT targets)
• This is a ground-floor role — as the company scales, so does your scope and compensation
• Direct line to the founder with real decision-making authority over your function
How to Apply
Send a brief message covering:
• Your relevant experience — specifically in telehealth or subscription health CS
• A specific example of a CS workflow or process you improved or built and its measurable impact
• Your availability during US business hours and how you would structure coverage
• Your expected compensation within the stated range
We review applications quickly and move fast on strong candidates. If we think it’s a fit, we’ll schedule a call within a few days.