VP Customer Experience

Job not on LinkedIn

🔥 3 hours ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fullscript

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

💰 $240M Private Equity Round on 2021-11

Healthcare • Logistics • Manufacturing

Fullscript is a comprehensive platform that facilitates whole person care for healthcare providers. It integrates industry-leading lab testing, high-quality supplements, and a suite of tools designed to enhance patient adherence and outcomes. Fullscript offers features like personalized patient plans, evidence-based templates, patient engagement tools, and seamless wholesale ordering of supplements. The platform also integrates with top EHR systems to streamline workflows for healthcare practitioners, making it easier for them to provide effective care. With Fullscript, patients can manage their health routines more conveniently, and providers can create personalized care plans with the support of clinical evidence and insights.

📋 Description

• Define and evolve the holistic customer experience vision across all touchpoints • Translate company strategy into a clear, differentiated CX approach • Design experiences that reduce friction, increase trust, and drive long-term retention • Lead the design of an AI-first, human-enabled support model • Own all customer support channels: voice, chat, email, and asynchronous support • Improve customer effort, resolution quality, and speed • Build a scalable service model balancing efficiency with high-touch care • Own NPS, CSAT, and customer effort measurement systems • Establish a closed-loop feedback system that drives organizational action • Use AI and analytics to identify root causes and systemic issues • Ensure customer insights inform product, operations, and strategy • Build and lead teams across Customer Experience and Journey Design, Customer Service/Support, and Voice of Customer and Customer Insights • Develop leaders who can operate at scale • Foster customer-centricity, accountability, and continuous improvement • Partner with Product, Engineering, and Operations to eliminate customer pain points • Influence roadmap prioritization using customer data and insights • Align digital experience and human support • Own and improve NPS, CSAT, Customer Effort Score, first contact resolution, time to resolution, cost to serve, and support scalability • Establish a data-driven operating cadence to track and improve performance • Report to the Chief Customer Officer and influence Product, Operations, and Technology

🎯 Requirements

• 10+ years in customer experience, support, or service leadership in high-growth or scaled environments • Proven experience leading end-to-end CX transformation, not just support operations • Experience implementing or scaling AI-driven customer support and automation • Background in health tech, SaaS, marketplace, or multi-sided platforms preferred • Strategic thinking and ability to translate vision into execution at scale • Experience building systems, teams, and processes • Deep understanding of customer behavior, journey design, and service models • Data-driven mindset with experience using metrics to drive decisions • Ability to influence across senior leadership and drive cross-functional change • High ownership and accountability • Strong communication skills to align diverse stakeholders • Passion for improving customer outcomes in healthcare

🏖️ Benefits

• Competitive compensation package • RRSP matching (CAD) • 401K matching (US) • Flexible PTO • Flexible benefits package and additional perks • Employee discount on Fullscript catalog of products for family & friends • Continuous learning — training budget + company-wide initiatives • Hybrid and remote flexibility

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