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- Tasks: Lead the customer experience team to deliver exceptional service and drive patient satisfaction.
- Company: Join Aios Medical, a fast-growing startup revolutionising healthcare with AI technology.
- Benefits: Enjoy a competitive salary, equity options, remote work, and wellness perks.
- Why this job: Make a real impact in healthcare while working in a dynamic, innovative environment.
- Qualifications: 5+ years in customer experience leadership, strong metrics focus, and a passion for excellence.
- Other info: Be part of a mission to help 100 million patients live healthier lives by 2035.
The predicted salary is between 90000 - 160000 £ per year.
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. Immediate focus: excess bodyweight. We are accelerating the global take‑up of GLP‑1 medications by increasing their accessibility to solve obesity worldwide. To do that, we’re building an AI‑powered clinical operating system: ClinicOS. ClinicOS makes it effortless for consumer brands to offer direct‑to‑patient healthcare globally.
Opportunity: Head of Customer Experience. The “Head of Customer Experience” will delight customers with insanely great service through a near‑pathological obsession with CX. The role will scale our global customer base in 2026 to ~350k/mo patients while keeping quality painfully high without team bloat.
You’ll run all customer‑facing teams after purchase, manage the system that powers communication, automate repetitive tasks with AI, and enforce tight SLAs, fast reply times, and impeccable quality control. You’ll monitor NPS and CSAT obsessively, turn feedback into immediate improvements, and build a 7‑day operating rhythm with 24/7/365 coverage.
Key Responsibilities:
- Teams – run the CX team. If a paying customer interacts, that’s on you.
- Systems Scale – guide automations and oversee processes & training to scale with high customer love & retention.
- AI – embrace the AI revolution; every human task should be aided by precise AI implementation.
- Tooling – eliminate busy work; tools must be coherent, smooth, and modern.
- Coverage – build 24/7/365 live support with phone coverage.
- Feedback – collect NPS & CSAT, read every word, make changes accordingly.
- People Hiring – map capacity, bring in A+ talent that is exceptional, adaptable, and driven.
- Training – rapid onboarding; ongoing training for complex situations; maintain a self‑sufficient knowledge base.
- Performance – define roles, audit performance, monitor SLAs, run 1‑1s & stand‑ups.
- Vibes – ensure team feels excited to work, benefits are great, and career development is compelling.
- Delight – go beyond basic service; hunt high‑ROI interventions across the customer lifecycle to trigger wow moments.
Key Performance Indicators:
- Primary KPI – Bolt UK + Fella UK Reorder Rate (customers who checked‑in 22 days ago; % reordered within 21 days). 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 30‑day churn %. End of 25Q3: 16.1%. Target: 12.0% (Stretch: 9.0%). UK NPS (last 14 days) – End of 25Q3: 66. Target: 70 (Stretch: 90). US NPS (last 14 days) – End of 25Q3: 48. Target: 60 (Stretch: 90).
- 4‑hr SLA – % messages responded to within 4 hrs UK SLA – End of 25Q3: 77%. Target: 90% (Stretch: 99.9%). US SLA – End of 25Q3: 84%. Target: 90% (Stretch: 99.9%).
Required Experience:
- 5+ years leading high‑calibre, high‑volume D2C CX/sales/success/support. No healthcare requirement; preference for those who thrive in high‑growth, startup intensity.
- Maniacal about metrics – analytics stack, reorder %, churn %, SLAs, reply times, NPS, CSAT.
- Process‑oriented – known for setting up efficient workflows and continuous improvement.
- Hands‑on – willing to get into trenches and grind when needed.
- Hiring – relentless about building a team of A‑players.
- AI – stays at the frontier of LLMs and incorporates AI into all repetitive work.
- Excellent meta‑skills – autonomic, rapid, multi‑project, self‑driven, resourceful, organized, and calm under uncertainty.
Nice to Have:
- Strategic – comfortable making 30,000‑ft decisions and ensuring big moves are taken.
- Agentic – has founded or worked on start‑ups; willing to take risks and drive new areas.
- Adaptable across contexts – able to figure things out worldwide.
- STEM background – engineering, product, software, or similar; comfortable with no‑code tools.
Cultural Standards:
- Belief in the mission – commit to serving 100 million patients by 2035.
- Unwavering integrity – ethical, transparent, honest.
- Only the paranoid survive – embrace challenges and uncertainty.
- If we’re average we fail – focus on excellence, reject incompetence.
- Commitment to candor – give feedback with love.
- Maniacal sense of urgency – deliver rapidly.
- Enduring frugality – wasteful avoidance, careful spending.
- Bulldozing barriers – relentless resourcefulness and autonomy.
- Keep your head down – focus on work, not short‑term status.
- The power of focus – know your One Thing, nail it.
Compensation & Benefits:
- Salary – $125k–$225k/yr + 0.2%–0.6% equity.
- Benefits – comprehensive medical insurance (where applicable), fully remote team, personal development budget, wellness budget, free GLP‑1 membership, free biweekly health coaching, free biweekly work coaching, MacBook & work‑from‑home equipment.
- Early‑stage equity – substantial long‑term upside.
Head of Customer Experience at Aios Medical — Remote, $125k-$225k/yr + 0.2%-0.6% in London employer: Aios Medical (Fella Health)
Contact Detail:
Aios Medical (Fella Health) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience at Aios Medical — Remote, $125k-$225k/yr + 0.2%-0.6% in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to Aios Medical. Use LinkedIn to connect and engage with them. A personal touch can make all the difference!
✨Tip Number 2
Prepare for the interview by diving deep into Aios Medical's mission and products. Show us you’re not just another candidate; demonstrate your passion for consumer biotech and how you can contribute to our goal of helping people live healthier lives.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want to see your personality shine through! Think about how your experience aligns with the Head of Customer Experience role and be ready to share specific examples.
✨Tip Number 4
Follow up after your interview! A simple thank-you email can leave a lasting impression. Reiterate your excitement about the role and how you can help Aios Medical achieve its ambitious goals.
We think you need these skills to ace Head of Customer Experience at Aios Medical — Remote, $125k-$225k/yr + 0.2%-0.6% in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer experience shine through. We want to see that you’re genuinely excited about making a difference in people's lives and how you can contribute to our mission at Aios Medical.
Be Specific: Use concrete examples from your past experiences to illustrate your skills and achievements. We love seeing how you've tackled challenges and improved customer satisfaction in previous roles. It helps us understand how you can bring that same energy to our team!
Tailor Your Application: Make sure to customise your application to align with the job description. Highlight your relevant experience in D2C customer experience and any metrics you've driven. This shows us that you’ve done your homework and are serious about joining our team.
Keep It Professional Yet Personal: While we appreciate a friendly tone, remember to maintain professionalism in your application. Share a bit about yourself and what makes you unique, but keep it relevant to the role. And don’t forget to apply through our website for the best chance!
How to prepare for a job interview at Aios Medical (Fella Health)
✨Know the Mission Inside Out
Before your interview, dive deep into Aios Medical's mission and values. Understand their focus on consumer biotech products and how they aim to tackle obesity with GLP-1 medications. Being able to articulate how your experience aligns with their goals will show that you're genuinely interested and invested in their mission.
✨Showcase Your CX Expertise
Prepare specific examples from your past experiences where you've successfully led customer experience initiatives. Highlight metrics like NPS and CSAT improvements you've achieved. This will demonstrate your ability to manage and scale customer-facing teams effectively, which is crucial for the Head of Customer Experience role.
✨Embrace AI and Automation
Since the role involves leveraging AI to enhance customer experience, be ready to discuss how you've implemented technology in previous roles. Share insights on automating processes and improving efficiency, as this aligns perfectly with Aios Medical's vision of using AI to streamline operations.
✨Prepare for a Culture Fit Assessment
Aios Medical values integrity, urgency, and a commitment to excellence. Think about how you can demonstrate these traits during your interview. Prepare anecdotes that reflect your adaptability, resourcefulness, and how you've tackled challenges in high-growth environments. This will help you connect with their cultural standards.
