Ready to revolutionize healthcare, making it faster and more accessible than ever before?
How we started: Back in 2013, our founder Dwayne D'Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.
Where we are now: We've earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Our 2023 global revenue was $80m, and we're set to more than double this in 2024 as we look to surpass $200m and positively impact the daily lives of more people than ever before. There's never been a more exciting time to join HeliosX. Where we're going: Over the next five years, you'll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You'll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.
Come be a part of making our dream of easier and faster healthcare a reality!
The OpportunityWe are seeking a strategic and visionary Customer Service Director to lead HeliosX's global customer service function. This new leadership role is an opportunity to join an innovative team providing prescription weight-loss, dermatology and men's health solutions in a digital health setting going through a stage of hyper-growth.
This role will own the Customer Service strategy to deliver industry-leading support to a customer base with diverse needs - from routine queries to complex clinical support. You will lead a global team and leverage in-house Medical expertise, technology, and outsource solutions to deliver a best-in-class service.
This full-time role offers a hybrid setup, with 2 days per week in our Central London office and the rest remote.
What you'll doDevelop a global customer service strategy to support HeliosX's business goals and deliver a best-in-class service.Design and implement a scalable and tiered advisor team structure, including use of outsource partners.Lead the team to successfully execute the customer service strategy, fostering a high-performance culture across the team.Lead and mentor a senior management team, ensuring they drive excellence in capacity planning, resource management, performance management and quality assurance.Set and manage the customer service budget and deliver timely and insightful reporting on performance variance to budget and service KPIs.Develop global quality and training frameworks, establishing high-impact programs that improve service delivery and foster a culture of learning and development.Partner with Product and Ops Excellence teams to implement technology, such as AI and automation, to optimise customer interactions, streamline workflows, and improve agent productivity.Implement a culture of operational excellence by leveraging best practices and driving process innovation.Collaborate with cross-functional peers to address broader systemic contact drivers, prioritise customer feedback and deliver strategic business improvements.Partner with Medical to drive governance and ensure a seamless customer experience between Customer and Clinical support teams, in particular in handling complex clinical cases, complaints, and incidents.What you'll bring to HeliosXExtensive senior leadership in healthtech with a track record of scaling and transforming large, international customer service organisations of 300+ agents.Exceptional data and analytical skills, with a high attention to detail.Strategic mindset with a deep empathy for customer needs, balanced with a commercial mindset.A proven ability to lead in a fast-paced, high-growth environment, driving transformational change.Excellent leadership and collaboration skills, with the ability to influence cross-functional teams.Preferred: In-depth knowledge of Zendesk or other leading customer service platforms.Life at HeliosXAt HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!
Aside from working with our all-star team, here are the other benefits of coming on board:
Generous equity allocations with significant upside potential25 Days Holiday (+ all the usual Bank Holidays)Private health insurance, along with extra dental and eye care coverEnhanced parental leaveCycle-to-work SchemeElectric Car SchemeFree Dermatica and MedExpress products every month, as well as family discountsHome office allowanceAccess to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription)Apply for this job
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