Head of Customer Experience at Aios Medical - Remote, $125k-$225k/yr + 0.2%-0.6%

About Aios Medical Our overarching mission is to accelerate the mass market global adoption of consumer biotech products so every human can live at least 100 healthy years.

Our immediate focus is excess bodyweight. We are accelerating the global take up of GLP 1 medications by increasing their accessibility to help solve obesity worldwide.

To do that, we're building an AI powered clinical operating system: ClinicOS. ClinicOS makes it effortless for consumer brands to easily offer direct to patient healthcare, globally. We work with external Brand Partners, as well as using this infrastructure to scale our own internal consumer healthcare brands.

Since we launched Fella Health in the US in June 2021, Fella has positioned itself as no nonsense weight loss for busy bigger guys. Today, we operate multiple brands across the US & UK - our two biggest are Fella Health (US & UK) and Bolt Pharmacy (UK).

Our infrastructure will have served 100 million patients worldwide by 2035. We'll then use that direct to patient infrastructure to serve next gen biotech products at scale to increase the proportion of humans living at least 100 healthy years.

In so doing, we'll become the world's first trillion dollar healthcare company.

How far along are we? We've grown >1000x since Aug 2021, >200x since Aug 2022, >40x since Aug 2023. We're serving >40k customers with high NPS. We're >$50M/yr revenue. We've been cashflow positive for >24mo.

We're a young startup and we're just getting started. This is still Day 1 and all our work is ahead of us.

We're backed by top healthcare & consumer investors:

• Y Combinator
• Global Founders Capital - backed Facebook, Slack, LinkedIn, Revolut, Rocket Internet
• AngelList Early Stage Fund (backed by Naval Ravikant)
• BrandProject (venture builder behind 2 unicorns)
• The founders of Indeed, Curative (unicorn), Alan (unicorn), Kaia Health (>$300mil valuation), Vouch Insurance (>$500mil valuation), Not Boring (Packy McCormick)

You can read more about working with us here: Working at Aios Medical

The opportunity as Head of Customer Experience We're building a world class team.

As Head of Customer Experience at Aios Medical, your fundamental role is to delight customers with "insanely great" service through a near pathological obsession with CX

We're going to 10x our global customer base in 2026 to 350k/mo patients, and we need to keep quality painfully high without team bloat.

You'll run all our customer facing teams after a customer has purchased. Every action taken by each member of your team increases customer satisfaction and, by default, customer retention.

You're accountable for the entire system that powers how we communicate with customers. You'll treat AI as a force multiplier: every repetitive task should be automated, every interaction supported by precise tooling, and no time wasted on busy work. Quality remains painfully high.

You'll run a 7 day operating rhythm with maniacally high standards: tight SLAs, increasingly faster reply times, and impeccable quality control. You'll watch NPS and CSAT obsessively, spotting patterns early and turning feedback into immediate improvements.

You'll work with your CX Team Leads to map capacity requirements, then bring in extraordinary A+ talent who are onboarded rapidly & effective. You'll clearly define roles and constantly have your finger on the pulse of both individual & area performance. You'll ensure our vibes are immaculate & everyone is doing the best work of their life.

If you nail this role, you'll be a great candidate for a future VP Ops.

This is a full time, fully remote role, and you'll work mostly async in the timezone of your choice - as long as you're around until midday Pacific Time every weekday. You'll have flex in your calendar for kids if you have them - many of our team have kids so we're kid friendly.

This is a senior role. You'll report directly to our International GM (Jordan Pellikan) with close CEO oversight from me :) (Richie, our CEO). We're intense, so you'll also be intense.

You'll also work closely with our Head of Product (Ben Dowdle), VP Engineering (Gzim Helshani) Lead US Clinician (Lane Thaut), UK Pharmacy Lead (Saim Dalvi), and Chief of Staff (Joey Gracek).

Key responsibilities "You should take extraordinary measures to make users happy. Your users should feel that signing up with you was one of the best choices they ever made. And you in turn should be racking your brains to think of new ways to delight them."

• Teams: You'll run our CX team. If a paying customer has an interaction with one of our team members, that's on you.
• Systems
  • Scale: You hate unnecessary team bloat. You'll work with product & engineering to guide automations and oversee processes & training so we can rapidly scale with high customer love & retention. You systematically review your team's workflows to constantly be automating as much as you can.
  • AI: We welcome the AI revolution & so must you. "Algorithms over Humans" is our motto. Every bit of human work should be aided by a precise implementation of AI.
  • Tooling: No busy work, no "fluff". If a process needs human input, the tooling our team member uses must be coherent, smooth, & modern.
  • Coverage: You'll work to build 24/7/365 coverage with live support (phones included). Our customers want immediate replies so that's what we deliver.
  • Feedback: You'll make customers happy enough so they write a great review on TrustPilot & refer others. You'll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly.
• People
  • Hiring: You'll map our capacity requirements and bring in extraordinary A+ talent who is exceptional, adaptable, and driven.
  • Training: New hires are onboarded rapidly & effective. Team members have ongoing training to handle complex situations & understand broader areas. We maintain a superb, up to date knowledge base so the teams are self sufficient.
  • Performance: You'll work with team leads to clearly define roles, audit performance, monitor SLAs, and have well structured 1 1s & stand ups. No wasted time.
  • Vibes: Everyone feels excited to turn up to work to do the best work of their life. Benefits are great and career development is compelling.
• Delight: Your job is not just great service, you must go beyond and trigger delight. Once you've nailed the basics, you'll be hunting for high ROI interventions across the customer lifecycle which make people go W O W.

KPIs

• Primary KPI = Bolt UK + Fella UK Reorder Rate (Of customers whose check ins opened 22d ago, what % of them reordered within 21d?; 7d avg)
  • End of 25Q3 = 49.0%
  • Target = 65.0% (Stretch = 90.0%)
• Secondary KPIs:
  • Rating on Trustpilot for Bolt UK
    • End of 25Q3 = 4.3
    • Target = 4.7 (Stretch = 4.9)
  • Rating on Trustpilot for Fella US/UK
    • End of 25Q3 = 4.6
    • Target = 4.7 (Stretch = 4.9)
• Watching KPIs:
  • Fella US + Delilah US + Baddie US Rolling 30d Churn % (# of subscribers in Stripe who end 30d window with no active subscriptions / # of subscribers in Stripe active at the start of the 30d window)
    • End of 25Q3 = 16.1%
    • Target = 12.0% (Stretch = 9.0%)
  • NPS
    • KPI3 = UK NPS (last 14d)
      • End of 25Q3 = 66
      • Target = 70 (Stretch = 90)
    • KPI4 = US NPS (last 14d)
      • End of 25Q3 = 48
      • Target = 60 (Stretch = 90)
  • 4hr SLA (% of messages responded to within 4 hours)
    • KPI5 = UK 4hr SLA (last 7d)
      • End of 25Q3 = 77%
      • Target = 90% (Stretch = 99.9%)
    • KPI6 = US 4hr SLA (last 7d)
      • End of 25Q3 = 84%
      • Target = 90% (Stretch = 99.9%)

Need to have

• Experience: You have 5+ years leading in a high calibre, high volume D2C CX/sales/success/service/support role (or equivalent). You do not need healthcare experience. I have a strong preference for people who understand & enjoy the scary intensity of a high growth startup.
• Metrics: You're maniacal about your metrics. You care a weird amount about your analytics stack and you closely monitor Reorder %, Churn %, SLAs, reply times, NPS, & CSAT.
• Processes: You're all about the processes. Your friends tease you, your partner finds it annoying, your colleagues call you "the process kid". You don't care - that's just who you are :)
• Trenches: You don't hesitate to get your hands dirty in the trenches. You're not too pretentious or senior to grind it out when needed - in fact you miss the times when that was more of your day to day.
• Hiring: You hate incompetence as much as me. You build a team of strictly A players.
• AI: You recognize how revolutionary LLMs are for your job. You stay at the frontier of the latest developments & ensure every bit of human work is aided by a precise implementation of AI.
• Excellence: You're annoyingly capable at meta skills. You're an autodidact with impressive speed and resourcefulness. You're highly organized and can complete multiple projects concurrently. You calmly handle uncertainty and rapidly changing situations. You think in systems to fix the underlying cause of an issue.

Nice to have

• Strategic: You're likely excellent in the trenches but you're also the general at 30,000 ft deciding where to move the troops . click apply for full job details