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

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 are building an AI‐powered clinical operating system: ClinicOS. ClinicOS makes it effortless for consumer brands to easily offer direct‐to‐patient healthcare, globally.

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.

The opportunity as Head of Customer Experience

We are 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. You will 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 are accountable for the entire system that powers how we communicate with customers. You will 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 will run a 7‐day operating rhythm with maniacally high standards: tight SLAs, increasingly faster reply times, and impeccable quality control. You will watch NPS and CSAT obsessively, spotting patterns early and turning feedback into immediate improvements.

Key responsibilities:

• Teams: You will run our CX team. If a paying customer has an interaction with one of our team‐members, that’s on you.
• Systems Scale: You will work with product & engineering to guide automations and oversee processes & training so we can rapidly scale with high customer love & retention.
• AI: We welcome the AI revolution. 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 will work to build 24/7/365 coverage with live support (phones included).
• Feedback: You will make customers happy enough so they write a great review on TrustPilot & refer others.
• People Hiring: You will map our capacity requirements and bring in extraordinary A+ talent who is exceptional, adaptable, and driven.
• Training: New hires are onboarded rapidly & effectively.
• Performance: You will work with team leads to clearly define roles, audit performance, monitor SLAs, and have well‐structured 1‐1s & stand‐ups.
• Vibes: Everyone feels excited to turn up to work to do the best work of their life.
• Delight: Your job is not just great service, you must go beyond and trigger delight.

KPIs:

• Primary KPI = Bolt UK + Fella UK Reorder Rate.
• Secondary KPIs: Rating on Trustpilot for Bolt UK and Fella US/UK.
• Watching KPIs: Fella US + Delilah US + Baddie US Rolling 30d Churn %.
• NPS KPI3 = UK NPS (last 14d).
• KPI4 = US NPS (last 14d).
• KPI5 = UK 4hr SLA (last 7d).
• KPI6 = US 4hr SLA (last 7d).

Need to have:

• Experience: You have 5+ years leading in a high‐calibre, high‐volume D2C CX/sales/success/service/support role.
• Metrics: You are maniacal about your metrics.
• Processes: You are all about the processes.
• Trenches: You don’t hesitate to get your hands dirty in the trenches.
• Hiring: You hate incompetence.
• AI: You recognize how revolutionary LLMs are for your job.
• Excellence: You are annoyingly capable at meta skills.

Nice to have:

• Strategic: You are likely excellent in the trenches but also the general at 30,000 ft.
• Agentic: You are a doer.
• Figure it out: You are likely one of those timeless people that could be dropped anywhere in the world.
• Background: You may have a STEM background.

Our cultural standards:

• Belief in the mission: We are obsessed with our patients and are dedicated to the mission.
• Unwavering integrity: We must maintain impeccable ethics and unwavering integrity.
• Only the paranoid survive: We are only interested in "insanely great".
• Commitment to candor: We expect full transparency from you.
• A maniacal sense of urgency: Speed is critical.
• Enduring frugality: We are frugal.
• Bulldoθing barriers: We are relentlessly resourceful.
• Keep your head down: We focus on what matters.
• The power of focus: Know your One Thing, and nail it.

Compensation & Benefits:

You get paid above market salary and you get early stage equity. Compensation: $125k-$225k/yr + 0.2%-0.6%.

Benefits include comprehensive medical insurance, remote work, personal development budget, personal wellness budget, free membership with a clinic offering GLP-1s, free biweekly health coaching, free biweekly work coaching, and equipment provided as needed.