Head of Customer Experience

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Fella Health

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Fella is a men’s Health Repair System personalizing treatments with science, to help you lose weight for good. Backed by Y Combinator

2 - 10 employees

📋 Description

• delight customers with “insanely great" service through a near-pathological obsession with CX. • run all customer-facing teams after a customer has purchased. • treat AI as a force multiplier. • run a 7-day operating rhythm with maniacally high standards: tight SLAs, increasingly faster reply times, and impeccable quality control. • work with CX Team Leads to map capacity requirements. • bring in extraordinary A+ talent who are onboarded rapidly & effectively. • clearly define roles and constantly have your finger on the pulse of performance.

🎯 Requirements

• 5+ years leading in a high-calibre, high-volume D2C CX/sales/success/service/support role (or equivalent). • You do not need healthcare experience. • You’re maniacal about your metrics. • You care a weird amount about your analytics stack. • You closely monitor Reorder %, Churn %, SLAs, reply times, NPS, & CSAT. • Your friends tease you, your partner finds it annoying, your colleagues call you “the process kid”. • You don’t hesitate to get your hands dirty in the trenches. • You build a team of strictly A-players. • You recognize how revolutionary LLMs are for your job. • You’re annoyingly capable at meta skills.

🏖️ Benefits

• comprehensive medical insurance (if appropriate). • budget for books, courses, coaching. • budget for gym, health apps. • free membership with a clinic offering GLP-1s. • free biweekly health coaching. • free biweekly work coaching. • Macbook & work-from-home equipment provided as needed.