Director of Customer Experience – Healthtech Full Time NEW

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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.