Head Of Customer Experience

Summary

Join Embedded Medical as the Head of Customer Experience and lead our customer-facing teams, ensuring exceptional service and delight for our growing customer base. You will oversee processes, training, and team performance, leveraging AI to optimize workflows and scale efficiently. This senior, fully remote role requires 5+ years of experience leading high-volume D2C customer teams and a maniacal focus on metrics and process improvement. You'll report directly to the CEO and collaborate closely with other leaders to build a world-class customer experience. The role offers competitive compensation, comprehensive benefits, and significant opportunities for professional development.

Requirements

• Have 5+ years leading in a high-calibre, high-volume D2C customer experience/success/service/support role (or equivalent)
• Be maniacal about your metrics
• Care a weird amount about your analytics stack and closely monitor SLAs, reply times, CSATs
• Be all about the processes
• Not hesitate to get your hands dirty in the trenches
• Hate incompetence
• Build a team of strictly A-players
• Recognize how revolutionary LLMs are for your job
• Stay at the frontier of the latest developments & ensure every bit of human work is aided by a precise implementation of AI
• Be annoyingly capable at meta skills
• Be an autodidact with impressive speed and resourcefulness
• Be highly organized and able to complete multiple projects concurrently
• Calmly handle uncertainty and rapidly changing situations
• Think in systems to fix the underlying cause of an issue

Responsibilities

• Run our Careteam & Customer Success teams
• Oversee processes & training so we can rapidly scale with high customer love and without excess bloat
• Systematically review your team’s workflows to constantly be automating as much as you can
• Work to build 7 days/wk coverage with live support
• Maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly
• Map our capacity requirements and bring in extraordinary A+ talent who is exceptional, adaptable, driven
• Ensure new hires are onboarded rapidly & effectively and that team-members have ongoing training to handle complex situations & understand broader areas
• Work with our team leads to clearly define roles, audit performance, monitor SLAs, and have well-structured 1-1s
• Ensure our vibes are immaculate & everyone is doing the best work of their life
• Hunt for high-ROI interventions across the customer lifecycle which make people go W O W

Preferred Qualifications

• Be excellent in the trenches but also be the general at 30,000 ft deciding where to move the troops
• Not get lost in the weeds and always make sure we’re taking the required big swings
• Be a doer
• Have been pulled into important problems, taken risks, excelled in new areas
• Have likely founded something, however small
• May want to start your own company in the future
• Be one of those timeless people that could be dropped anywhere in the world, in any century, and you’d figure it out
• May have a STEM background, and may have a background in engineering, product, software, computers - or something similar
• Be comfortable around no-code tools

Benefits

• $120k-$200k/yr + 0.22%-0.58% compensation
• Comprehensive medical insurance (if appropriate)
• PTO with a yearly minimum (≥2wks/yr + local national holidays)
• Fully remote work
• $1200/yr budget for books, courses, coaching
• $1200/yr budget for gym, health apps
• Free weekly health coaching
• Free weekly work coaching
• Macbook & work-from-home equipment provided as needed