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About the Opportunity
A venture-backed healthtech company is seeking a Director of Customer Experience to build and lead a world-class customer experience function from the ground up. This role will define how customers are supported across device and software, and will be critical in making customer experience a true competitive advantage. This is a builder role – the individual will design the systems, processes, and team that deliver a premium, responsive, and human-centered experience at scale.
Key Responsibilities
- Build and lead the customer service function, including hiring, training, and managing a high-performing team
- Define the end-to-end customer support experience across email, phone, chat, and in-app channels
- Implement and manage customer service platforms (HubSpot, Shopify, Salesforce)
- Design and optimize workflows for support, returns, replacements, and issue resolution
- Establish SLAs, quality standards, and performance metrics for the team
- Implement modern tools including AI chat, automation, and ticket routing while maintaining a high-touch experience
- Partner closely with product, engineering, and operations to resolve issues and improve the customer experience
- Develop knowledge bases, self-service tools, and support content
- Ensure a seamless experience across hardware (device) and software (app) support
- Turn customer feedback into actionable insights to inform product and operational improvements
Required Qualifications
- 7–12+ years of experience in customer service or customer experience leadership
- Experience building and scaling customer support teams from early stages
- Experience supporting physical products and/or connected devices
- Strong familiarity with HubSpot, Shopify, Salesforce, or similar platforms
- Experience implementing customer service tooling including chat, phone systems, and automation
- Strong operational and process design skills
- Customer-first mindset with high standards for quality and responsiveness
Preferred Qualifications
- Experience in premium consumer products, health tech, or medical devices
- Experience supporting both hardware and software (app-based) products
- Familiarity with AI-driven customer support tools and modern CX platforms
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.