Head of Customer Experience

Aios Medical (Fella Health); Remote; GBP 93,000 - 169,000; Full time

Job summary

A dynamic healthcare startup is seeking a Head of Customer Experience to enhance patient satisfaction and scale customer base to 350k/month by 2026. In this role, you will manage all customer-facing teams, driving service excellence through innovative AI solutions and rigorous performance monitoring. Ideal candidates will have over 5 years of D2C experience, a passion for metrics, and a track record in high-growth environments. This position offers a competitive salary and equity options with a strong benefits package.

Benefits

Comprehensive medical insurance

Fully remote team

Personal development budget

Wellness budget

Free biweekly health coaching

Free biweekly work coaching

MacBook and home office equipment

Qualifications

• 5+ years leading high-calibre customer experience teams in D2C environments.
• Proficient in using metrics to drive customer success.
• Experienced in process-oriented environments with a focus on continuous improvement.

Responsibilities

• Oversee all customer-facing teams post-purchase.
• Automate tasks and ensure high-quality customer service.
• Monitor customer satisfaction metrics and implement immediate changes.

Skills

Customer Experience Management

Data Analysis

Team Leadership

AI Implementation

Training and Development

Process Optimization

Job description

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. We work with external Brand Partners and use the same infrastructure to scale our own internal consumer healthcare brands.

Since launching Fella Health in the U.S. in June 2021, we have positioned the brand as no‑nonsense weight loss for busy, larger individuals. We now operate multiple brands across the U.S. and U.K. – the two biggest are Fella Health (U.S. & U.K.) and Bolt Pharmacy (U.K.). Our infrastructure is projected to serve 100 million patients worldwide by 2035, after which we will launch next‑gen biotech products at scale to increase the proportion of humans living at least 100 healthy years. Our goal is to become the world’s first trillion‑dollar healthcare company.

We’ve grown >1000× since Aug 2021, >200× since Aug 2022, and >40× since Aug 2023. We’re serving >40 k customers with high NPS, generate >$50 M/yr in revenue, and have been cash‑flow positive for more than 24 months.

We’re a young startup, still in Day 1, and all our work is ahead of us.

Investor backing: Y Combinator, Global Founders Capital, AngelList Early Stage Fund, BrandProject, and several founders of well‑known tech companies.

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.