Fitt City

Director of Customer Experience – Healthtech

Fitt City

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • 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

Requirements

  • 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: Experience in premium consumer products, health tech, or medical devices
  • Preferred: Experience supporting both hardware and software (app-based) products
  • Preferred: Familiarity with AI-driven customer support tools and modern CX platforms
Benefits
  • Health insurance
  • Professional development opportunities
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecustomer experienceprocess designteam managementworkflow optimizationissue resolutioncustomer support toolingautomationAI chat implementationperformance metrics
Soft Skills
leadershipcommunicationoperational skillscustomer-first mindsetquality standardsresponsivenesscollaborationproblem-solvingtraininghiring