Head of Customer Experience

Job not on LinkedIn

🔥 16 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 25%

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.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 60 days.
• 196 open roles for a team of 16.
• No salary listed.

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Bask Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Pre Seed Round on 2022-05

Healthcare • Consulting • Logistics

Bask Health is a robust platform providing a comprehensive suite of customizable telehealth solutions. It offers tools such as a questionnaire builder, patient portals, and pharmacy fulfillment services, all secured with strong encryption and HIPAA-compliance. Bask Health seamlessly integrates telehealth and e-commerce, enabling streamlined patient care from consultation to delivery. The platform supports entrepreneurs, doctors, and developers by offering scalable no-code solutions that enhance user experience and business growth. With its nationwide pharmacy network, Bask Health empowers businesses to efficiently manage prescriptions, patient data, and order fulfillment across the entire digital health landscape.

📋 Description

• Lead Bask Health's customer experience strategy and service operations. • Evaluate and improve the end-to-end customer journey. • Establish consistent customer communication and service standards. • Develop scalable customer support and escalation processes. • Lead and coach customer-facing teams within the approved organization. • Define customer experience performance expectations. • Monitor customer satisfaction and service quality metrics. • Track response times, resolution times, and escalation trends. • Identify recurring customer frustrations and service gaps. • Develop processes for collecting and acting on customer feedback. • Improve coordination between customer success and technical support teams. • Collaborate with product and engineering on recurring customer experience issues. • Help prioritize product improvements that reduce customer friction. • Oversee complex customer escalations and sensitive service situations. • Establish clear ownership and follow-up procedures for customer requests. • Improve customer onboarding and activation experiences. • Develop customer education and self-service support resources. • Create internal service playbooks and training materials. • Establish quality assurance and customer interaction review processes. • Coach team members on communication, problem-solving, and customer care. • Evaluate customer service tools and operational workflows. • Recommend process improvements that increase efficiency and consistency. • Coordinate customer communications during platform issues when appropriate. • Improve handoffs between sales, onboarding, customer success, and support. • Support organizational planning and customer experience hiring. • Establish reporting that communicates customer experience performance to leadership. • Promote accountability and follow-through across customer-facing functions. • Ensure appropriate privacy, security, and information-handling practices. • Escalate clinical, pharmacy, and compliance matters to authorized teams. • Identify opportunities to reduce avoidable customer support requests. • Help build a customer experience function that can scale with Bask Health. • Take ownership of customer experience quality and continuous improvement.

🎯 Requirements

• 10+ years of experience in customer experience, customer success, customer support operations, client services, or a closely related customer-facing function. • At least 4 years of experience directly managing customer-facing teams. • Demonstrated experience leading customer experience or support operations for a SaaS business. • Substantive experience working with e-commerce businesses, online merchants, or merchant-facing software. • Strong understanding of the customer lifecycle, including onboarding, adoption, ongoing support, and retention. • Experience developing and executing customer experience strategies. • Proven ability to build and improve customer support processes. • Experience managing service quality and customer satisfaction initiatives. • Demonstrated ability to coach, develop, and evaluate customer-facing employees. • Experience defining service standards and operational performance expectations. • Strong understanding of customer satisfaction, response time, resolution time, and escalation metrics. • Experience using customer feedback and service data to identify improvement opportunities. • Ability to develop scalable customer support and escalation procedures. • Experience overseeing complex customer escalations. • Strong understanding of customer communication and service recovery. • Experience collaborating with product and engineering teams on customer-facing issues. • Ability to translate customer feedback into operational and product recommendations. • Experience improving customer onboarding and support handoffs. • Familiarity with customer support platforms, ticketing systems, and reporting tools. • Experience building customer service playbooks and training programs. • Strong written and verbal communication skills. • Ability to present operational performance and recommendations to senior leadership. • Strong analytical thinking and data-driven decision-making skills. • Experience managing multiple operational priorities. • Strong organizational and process improvement skills. • Ability to lead teams in a remote, cross-functional environment. • Availability to collaborate during required U.S. Eastern Time working hours. • Strong ownership mentality and accountability for customer experience outcomes. • Nice to Have: Experience leading customer experience at an e-commerce SaaS company. • Nice to Have: Experience supporting Shopify merchants or direct-to-consumer brands. • Nice to Have: Familiarity with Shopify, BigCommerce, Klaviyo, Gorgias, Recharge, or similar commerce platforms. • Nice to Have: Experience working directly with entrepreneurs and online business owners. • Nice to Have: Experience leading both customer success and technical support teams. • Nice to Have: Experience building customer support operations during periods of company growth. • Nice to Have: Familiarity with customer satisfaction measurement and customer feedback programs. • Nice to Have: Experience implementing customer support quality assurance processes. • Nice to Have: Experience improving first-contact resolution and reducing repeat support requests. • Nice to Have: Experience building self-service support resources or customer help centers. • Nice to Have: Familiarity with Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar tools. • Nice to Have: Experience developing customer journey maps and service blueprints. • Nice to Have: Experience designing customer escalation and incident communication processes. • Nice to Have: Experience improving onboarding and implementation handoffs. • Nice to Have: Experience creating operational dashboards and performance reporting. • Nice to Have: Experience leading cross-functional customer experience initiatives. • Nice to Have: Familiarity with online storefront, checkout, and payment workflows. • Nice to Have: Experience supporting subscription commerce businesses. • Nice to Have: Familiarity with healthcare technology or telehealth platforms. • Nice to Have: Experience collaborating directly with founders and senior company leadership.

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