Customer Excellence Lead

🕒 August 7

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InoHealth

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

🧘 Wellness

Healthcare • Consulting • Wellness

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

• Architect, configure, and launch the full support stack, including Jira routing, Intercom, CRM, knowledge base, SLAs, escalation logic, and AI-assisted triage • Configure Jira workflows to route bugs, product feedback, and data queries to Product, Engineering, and Data Science, ensuring traceability and closure • Integrate Instabug or an equivalent in-app feedback tool into the support pipeline • Build AI-augmented workflows to handle insurance-driven ticket volume without linear headcount growth • Own KPI definitions, dashboards, reporting, and anomaly investigation; review queue performance when CSAT or resolution times deteriorate • Track account health and lead retention, expansion, strategic reviews, and escalation management for key insurance and clinic accounts • Provide multilingual support initially, establish tone standards, and create playbooks from live interactions • Transition to BPO supervision as volume grows, including vendor selection, calibration, agent review, quality scorecards, and compliance enforcement • Design and own onboarding programs for HCPs, corporate clients, insurance partners, and end users • Develop training materials, guides, and self-service libraries using AI tools for generation, localization, and maintenance • Design tiered engagement models from high-touch institutional stewardship to automated self-service flows • 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

🎯 Requirements

• 5+ years of experience typically acquired in a customer excellence or operations function, assessed by depth of ownership • Experience as both strategic owner and individual contributor of a customer excellence or operations function • Experience building processes and functions from a blank slate with full accountability for outcomes • HCP-facing experience in diagnostics, digital health, or medical devices • Familiarity with clinical workflows and healthcare professional expectations • Consumer health or B2C digital health experience • 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 • Practical use of AI tools to automate support workflows, demonstrated with concrete examples • Excellent English • German strongly preferred • Additional European languages such as French, Italian, or Spanish are an advantage • Experience managing BPO operations is nice to have • Exposure to IVD, SaMD, or regulated health environments is nice to have • Awareness of ISO 13485, IVDR, or GDPR is a plus

🏖️ Benefits

• Full remote flexibility across Europe • Occasional travel for partner meetings and company offsites • Compensation aligned with seniority, benchmarked to your location within Europe • High-ownership role with direct impact on product direction and company growth • Clear path toward team leadership as the company scales