VP Customer Experience (Fully Remote)

Fullscript; United States; Hybrid; USD 180,000 - 320,000; Full time

Benefits offered by this job

RRSP/401K matching

Flexible PTO

Employee discount

Learning budget

Hybrid/remote flexibility

Job summary

Fullscript is seeking a senior customer experience leader to own the end-to-end customer support journey and design an AI-first, human-enabled experience. You will build systems, teams, and capabilities to deliver high-quality support at scale.

The role leads vision across touchpoints, measures NPS, CSAT, and customer effort, and scales AI-driven support with cross-functional influence. Hybrid or remote flexibility and a strong learning budget are offered.

Qualifications

• 10+ years in customer experience leadership in high-growth or scaled environments.
• Proven experience leading end-to-end CX transformation and scaling AI-driven support.
• Data-driven mindset with strategic thinking and cross-functional influence.

Responsibilities

• Develop and evolve the holistic customer experience vision across all touchpoints.
• Lead the design of an AI-first, human-enabled support model owning all channels.
• Own NPS, CSAT, and customer effort measurement systems and drive insights.

Skills

CX leadership

AI-driven support

Cross-functional influence

Job description

• This role reports to the Chief Customer Officer and owns the end-to-end customer support journey.
• You will design and scale a modern, AI-first customer experience blending human expertise with automation.
• You will build systems, teams, and capabilities to deliver high-quality support at scale.

Key Responsibilities:

• Develop and evolve the holistic customer experience vision across all touchpoints.
• Lead the design of an AI-first, human-enabled support model owning all channels.
• Own NPS, CSAT, and customer effort measurement systems and drive insights.

Qualifications:

• 10+ years in customer experience leadership in high-growth or scaled environments.
• Proven experience leading end-to-end CX transformation and scaling AI-driven support.
• Data-driven mindset with strategic thinking and cross-functional influence skills.

Why Fullscript:

• Competitive compensation with RRSP/401K matching and flexible PTO.
• Employee discount on Fullscript catalog and continuous learning budget.
• Hybrid or remote flexibility with supportive and inclusive culture.

Fullscript

Fullscript is an industry-leading health technology company on a mission to help people get better. Over 125,000 practitioners and 10 million patients use their platform for clinical insights, lab interpretations, patient analytics, and access to high-quality supplements.