Customer Excellence Lead

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InoHealth

WebsiteLinkedInAll Job Openings

11 - 50 employees

🧘 Wellness

☁️ SaaS

Wellness • SaaS

InoHealth is a digital health platform that provides personalized wellness insights and precision analytics to help users and their care providers optimize healthspan and preventive care. The service translates complex biomarker and lab data into individualized reference ranges and clear, actionable recommendations (InoRange, InoCore, InoAge), tracks progress over time, and facilitates collaborative care planning. InoHealth emphasizes preventive, non-medical wellness guidance backed by research partnerships.

📋 Description

• Personally architect, configure, and launch the full support stack — you own the tools end-to-end: Jira routing, Intercom, CRM, knowledge base, SLA definitions, escalation logic, and AI-assisted triage. • Configure Jira workflows to route bugs, product feedback, and data queries to Product, Engineering, and Data Science — with full traceability and closure loops. • Integrate Instabug or equivalent in-app feedback into the support pipeline for automated capture and routing. • Build AI-augmented workflows to absorb insurance-driven ticket volume without linear headcount growth. • Own the full KPI cycle hands-on: set definitions, build dashboards, pull numbers, and investigate anomalies yourself — you are the first person reviewing the queue when CSAT drops or resolution times spike. • Translate that ground-level analysis into structured, insight-driven leadership reporting. • Track account health, proactively identify at-risk segments, and own retention and expansion initiatives. • Lead strategic reviews and escalation management for key insurance and clinic accounts. • In the early stage, you are the multilingual support function — handling queries across languages, setting tone standards, building playbooks from live interactions. • As volume grows, transition into BPO supervision: vendor selection, calibration sessions, agent review, quality scorecards, and compliance enforcement. You build the standards before you hold others to them. • Design and own onboarding programs for all segments — HCPs, corporate clients, insurance partners, and end users — each calibrated to context and regulatory environment. • Develop training materials, guides, and self-serve libraries using AI tools for generation, localisation, and maintenance. • Design a tiered engagement model — from high-touch institutional stewardship to automated self-serve flows — with clear transition rules across tiers as accounts evolve. • Represent customer insight in product, commercial, and regulatory discussions. • Partner with BD on institutional onboarding and pilots. • Collaborate with Regulatory & Compliance on QMS documentation and GDPR obligations across all support operations.

🎯 Requirements

• Demonstrated experience functioning as both strategic owner and individual contributor of a customer excellence or operations function — typically acquired over 5+ years but assessed on depth of ownership rather than tenure alone. • Proven ability to operate as the first and only person in a function: built processes from a blank slate, with full accountability for outcomes before the systems that produce them existed. • HCP-facing experience in diagnostics, digital health, or medical devices — familiar with clinical workflows and healthcare professional expectations. • Consumer health or B2C digital health experience — understanding of end-user support dynamics and consumer-grade service expectations. • Proficiency with Jira for ticket routing and escalation; experience with Intercom, Zendesk, HubSpot Service Hub, or equivalent support platforms. • Familiarity with Instabug or equivalent in-app feedback tools integrated into support pipelines. • Active, practical use of AI tools to automate support workflows — demonstrated with concrete examples. • Excellent English; German is strongly preferred given our launch markets in Germany and Switzerland. Additional European languages (French, Italian, Spanish) are a meaningful advantage.

🏖️ Benefits

• Full remote flexibility across Europe, with occasional travel for partner meetings and company offsites.