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Head of Customer Experience

Aios Medical (YC W20/S21)

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Location:

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

125000.00 - 225000.00 USD / Year
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Job Description:

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. We’re going to ~10x our global customer base in 2026 to ~350k/mo patients, and we need to keep quality painfully high without team bloat. You’ll 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.

Job Responsibility:

  • Run all customer-facing teams after a customer has purchased
  • Accountable for the entire system that powers how we communicate with customers
  • Treat AI as a force multiplier to automate repetitive tasks
  • Run a 7-day operating rhythm with tight SLAs, fast reply times, and impeccable quality control
  • Obsessively watch NPS and CSAT, turning feedback into improvements
  • Work with CX Team Leads to map capacity requirements and hire A+ talent
  • Ensure rapid and effective onboarding and ongoing training
  • Clearly define roles, audit performance, monitor SLAs
  • Ensure team vibes are immaculate and everyone is doing their best work
  • Hunt for high-ROI interventions across the customer lifecycle to trigger delight

Requirements:

  • 5+ years leading in a high-calibre, high-volume D2C CX/sales/success/service/support role (or equivalent)
  • Maniacal about metrics (Reorder %, Churn %, SLAs, reply times, NPS, & CSAT)
  • Process-oriented
  • Willing to get hands dirty in the trenches
  • Experience hiring and building a team of A-players
  • Recognizes how revolutionary LLMs are for the job and stays at the frontier of the latest developments
  • Annoyingly capable at meta skills, autodidact, highly organized, can complete multiple projects concurrently, calmly handles uncertainty, thinks in systems

Nice to have:

  • Strategic thinking and ability to see the big picture
  • Agentic doer, likely founded something
  • Resourceful 'figure it out' person
  • May have a STEM, engineering, product, software, or computers background
  • Comfortable around no-code tools
What we offer:
  • Comprehensive medical insurance (if appropriate)
  • Fully remote team
  • Budget for books, courses, coaching
  • Budget for gym, health apps
  • Free membership with a clinic offering GLP-1s
  • Free biweekly health coaching
  • Free biweekly work coaching
  • Macbook & work-from-home equipment provided as needed

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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