Winona · 3 weeks ago
Head of Customer Services
United States
Full-time
Remote
Director/Executive
7+ years expWinona is one of the leading telemedicine companies providing HRT for women in menopause. They are seeking a seasoned Head of Customer Services to lead and scale a high-performing global support organization of approximately 60 Patient Services Representatives and Team Leads, ensuring fast, empathetic, and reliable support for patients and customers.
Health CareTelehealth
Responsibilities
Lead, mentor, and develop a global team of ~60 customer service / patient support representatives, team leads, and managers
Build a strong culture of accountability, empathy, and performance
Own workforce management, scheduling, and staffing strategies to ensure efficient coverage across time zones
Implement training, upskilling, and QA programs that elevate team performance and consistency
Serve as the Intercom platform owner, responsible for admin configuration, rules, workflows, bots, routing, tagging, macros, and reporting
Identify opportunities to automate, streamline, and improve efficiency using Intercom and adjacent tools
Partner with Product/Engineering to integrate Intercom with internal systems and ensure data accuracy, reliability, and visibility
Build dashboards and reporting structures that provide real-time insights into team performance and customer health
Develop and own the overall customer service strategy, ensuring service excellence at scale
Define and refine KPIs, SLAs, staffing models, escalation frameworks, and service standards
Establish and maintain SOPs, playbooks, and QA standards across all support channels (chat, email, phone—customizable)
Ensure compliance with healthcare, privacy, and regulatory requirements (HIPAA, PHIPA, etc., if relevant)
Qualification
Required
7–10+ years of experience in customer service or patient support leadership roles, ideally in tech-enabled services, healthcare, telemedicine, or high-volume support environments
3+ years managing large, globally distributed teams (50+)
Expert-level proficiency in Intercom—including admin-level configuration, automation, routing, reporting, and optimization
Proven experience developing and scaling KPI-driven support operations
Strong analytical skills with the ability to interpret data and guide strategic decision-making
Exceptional communication, coaching, and cross-functional leadership abilities
Comfort working in a fast-paced, high-growth environment with ambiguity
Preferred
Experience collaborating closely with Product and Engineering teams is a strong plus
Benefits
Flexible hours
Work wherever you choose
Fun and casual work environment
Employee engagement activities and virtual gatherings
Company
Winona
Doctor-prescribed treatments for menopause symptoms. Bioidentical hormone replacement therapy, backed by science and shipped directly to you
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Nancy L. Belcher, Ph.D., MPA
Co-Founder & CEO
Erwan Lent
Co-Founder
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