Head of Customer Success – Customer Experience
Hive Health
full-time
Posted on:
Location Type: Hybrid
Location: Pasig • 🇵🇭 Philippines
Visit company websiteJob Level
Lead
About the role
- Lead end-to-end customer journey mapping, identifying opportunities and friction points to improve overall customer experience across all touchpoints
- Build, implement, and optimize the customer feedback loop, ensuring customer insights translate into product and service improvements
- Oversee the Customer Success team, ensuring that our support agents are able to consistently deliver a delightful user experience
- Serve as final escalation point for complex member concerns
- Partner with Product, Operations, and Marketing to represent the voice of the customer, and champion a patient-first culture across teams within Hive Health
Requirements
- Minimum 4 years of relevant experience in customer experience, customer support, operations, or related fields
- With prior experience in scaling a 24/7 support operations in a startup or fast-growth company
- Comfortable zooming out to strategy and zooming in to solve daily operational issues
- Excellent operational and analytical skills; fluent in metrics, dashboards, and process design
- Background in support softwares (e.g. Zendesk, Crisp) preferred
- Proactive, customer-obsessed, and energized by building from the ground up
Benefits
- Comprehensive healthcare coverage for you and your dependent
- Paid time off from the start
- Mentorship, career development, and learning opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer journey mappingcustomer feedback loopoperational skillsanalytical skillsmetricsdashboardsprocess design
Soft skills
customer-obsessedproactiveleadershipproblem-solvingcommunication