Head of Customer Service (Patient Experience – Peptide Therapies) Full Time NEW

Type: Full-time

Stage: Early-stage, high-growth telehealth startup (peptide-focused)

About Us

We are a high-growth telehealth company focused on expanding access to personalized peptide and longevity-based therapies and advanced care protocols. Our platform integrates clinical expertise, technology, and operational infrastructure to deliver safe, compliant, and outcomes-driven treatment experiences.

Peptide therapies require a higher standard of patient education, ongoing support, and clinical coordination. We are building a patient experience function that reflects the complexity of these treatments, ensuring patients feel informed, supported, and confident throughout their care journey.

The Role:

As Head of Customer Service, you will build and lead a peptide-specialized patient experience function, designed to support patients through education, onboarding, treatment adherence, and long-term outcomes.

Unlike traditional support roles, this function sits at the intersection of customer experience and clinical operations. You will ensure that all patient interactions, especially those related to dosing, expectations, side effects, and treatment protocols, are handled with precision, consistency, and appropriate clinical escalation.

This role is ideal for someone who understands that in peptide-based care, support is a critical extension of the clinical experience.

What You’ll Do:

Build a Peptide-Specialized Patient Support Function

● Design and scale support systems tailored to peptide therapy workflows, including onboarding, education, dosing support, and ongoing adherence

● Build infrastructure to handle high-touch, high-complexity patient interactions

● Define service standards that balance speed with clinical accuracy and safety

Patient Education & Treatment Guidance

● Develop frameworks for educating patients on established peptide protocols, administration, expectations, timelines, and outcomes

● Ensure consistent, compliant communication around dosing schedules, titration, storage, and usage

● Build systems that reinforce patient adherence and long-term engagement

Clinical Coordination & Escalation

● Partner closely with clinical teams to create clear escalation pathways for medical questions, side effects, and adverse events

● Train support teams to distinguish between general support vs. clinically relevant inquiries

● Ensure all patient interactions stay within appropriate scope while maintaining a seamless experience

Team Building & Training

● Hire and lead a team of patient support specialists with strong communication and clinical literacy

● Build training programs covering peptide fundamentals, treatment protocols, and risk awareness

● Establish a culture of accuracy, empathy, and accountability

Systems & Knowledge Infrastructure

● Implement and optimize tools (CRM, ticketing, knowledge base, QA systems)

● Build and maintain a comprehensive peptide therapy knowledge base for internal and patient-facing use

● Leverage automation to improve efficiency while maintaining high-quality, human-centered support

Quality, Compliance & Risk Management

● Establish QA processes to ensure safe, compliant, and consistent communication

● Build protocols for handling side effects, protocol deviations, missed doses, and patient concerns

● Ensure adherence to HIPAA and telehealth communication standards

Performance & Optimization

● Identify patterns in patient confusion, drop-off, or non-adherence and address root causes

● Continuously refine the experience to improve clinical outcomes and patient confidence

What We’re Looking For:

Required Experience

● 5 – 8+ years in customer experience, patient support, or care operations, ideally in telehealth or healthcare

● Experience building and scaling support functions in complex or high-touch environments

● Proven ability to design systems that handle nuanced, high-stakes customer interactions

Peptide / Clinical Adjacency (Strongly Preferred)

● Experience supporting peptide therapies, hormone therapy, longevity protocols, or similar treatments

● Familiarity with dosing protocols, titration models, and patient adherence challenges

● Experience working alongside clinical teams or in medically adjacent support roles

Core Skills

● Exceptional ability to translate complex treatment information into clear, patient-friendly communication

● Strong operational builder with experience creating processes, playbooks, and training systems

● High attention to detail in regulated or clinically sensitive environments

● Data-driven and comfortable optimizing based on patient behavior and outcomes

Nice to Have

● Experience with compounding pharmacy coordination or fulfillment workflows

● Familiarity with regulatory considerations around peptides and emerging therapies

● Experience in venture-backed or high-growth healthcare startups

How to Apply

Send your resume and a brief note describing a patient experience or support function you built or scaled, especially in a clinically complex or peptide-related environment.