Head of Customer Experience at Embedded Medical — Remote, $120k-$200k/yr + 0.22%-0.58%

About Embedded Medical

Embedded is the AI-powered Operating System for Consumer Healthcare. We are the engine for non-healthcare entities to launch, run, and grow their own consumer telemedicine brand — launch in minutes, not months. Brands choose among the modularized components that make up a digital clinic, with the no-code operating system functioning as the glue that seamlessly holds the components together. We’re starting with a focus on GLP-1s for weight loss in the US.

GLP-1s are a f*ing big deal. We’re in a remarkable & rapid period of change which will radically reshape the patient & cash flows in the healthcare system.

Our mission is to accelerate the global take-up of GLP-1s to solve obesity worldwide by building an AI-powered, consumer-led global healthcare system. We’re building the infrastructure to have served 100 million patients worldwide by the end of 2034. In so doing, we have the opportunity to become the world’s first trillion dollar healthcare company: the operating system for any non-healthcare entity to seamlessly offer consumer-led healthcare, globally.

We’ve grown >1000x since Aug 2021, >200x since Aug 2022, >20x since Aug 2023. We’ve just surpassed $30M ARR. As a company, we’ve been cashflow positive for the last 18mo. We’re fast approaching 10,000 active customers with high NPS.

Almost all of this has so far been through our main D2C brand Fella. Embedded is still new.

We’re a young startup and we’re just getting started. This is still Day 1 and all our work is ahead of us.

You can read more about working at Embedded here: Working at Embedded Medical https://fella.notion.site/Working-at-Embedded-Medical-5b5c0a584af44de78ac7fb9b2cf8d993

We're backed by top healthcare & consumer investors:

• Y Combinator

• Global Founders Capital — backed Facebook, Slack, LinkedIn, Revolut, Rocket Internet

• AngelList Early Stage Fund (backed by Naval Ravikant)

• BrandProject (venture-builder behind 2 unicorns)

• The founders of Indeed, Curative (unicorn), Alan (unicorn), Kaia Health (>$300mil valuation), Vouch Insurance (>$500mil valuation), Not Boring (Packy McCormick)

The opportunity as Head of Customer Experience

We’re building a world-class team.

As Head of Customer Experience at Embedded 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 customer base to ~100k patients by the end of 2025, and we need to keep quality painfully high without team bloat.

You’ll run all our customer-facing teams after a customer has purchased. If a paying customer has an interaction with one of our team-members, that’s on you.

You’re in charge of our systems for communicating with customers. You’ll oversee processes & training so we can rapidly scale with high customer love and without bloat. You’ll welcome the AI revolution, where every bit of human work is aided by a precise implementation of AI. Your team’s tooling will avoid busy work and you’ll build 7 days/wk coverage. You’ll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly. You’ll obsess about your customer support metrics: SLAs, reply times, CSATs.

You’re also in charge of our people. You’ll work with our Clinical Ops Lead to map our capacity requirements and bring in extraordinary A+ talent who are onboarded rapidly & effectively. You’ll work with our team leads to clearly define roles, audit performance and monitor SLAs. You’ll ensure our vibes are immaculate & everyone is doing the best work of their life — benefits are great and career development is compelling.

If you nail this role, you’ll be a great candidate for future senior broader ops roles.

This is a full-time, fully remote role, and you’ll work mostly async in the timezone of your choice — as long as you’re around until midday Pacific Time for calls as needed.

This is a senior role. You’ll report directly to me, Richie :) (our CEO). I’m intense, so you’ll also be intense.

You’ll work most closely with our Head of Product & Ops (Ben Dowdle), with your Customer org in service of Ben’s Product/Ops org. You’ll also work closely with our Clinical Ops Lead (Arvee Bondoc), Customer Success Lead (Jordan Pellikan), and Chief of Staff (Joey Gracek).

Key responsibilities

😊 “You should take extraordinary measures to make users happy. Your users should feel that signing up with you was one of the best choices they ever made. And you in turn should be racking your brains to think of new ways to delight them… I was trying to think of a phrase to convey how extreme your attention to users should be, and I realized Steve Jobs had already done it: insanely great. Steve wasn't just using "insanely" as a synonym for "very." He meant it more literally — that one should focus on quality of execution to a degree that in everyday life would be considered pathological.”

• Teams: You’ll run our Careteam & Customer Success teams. If a paying customer has an interaction with one of our team-members, that’s on you.

• Systems

  • Scale: You hate unnecessary team bloat. You’ll work with product & engineering to guide automations and oversee processes & training so we can rapidly scale with high customer love and without excess bloat. You systematically review your team’s workflows to constantly be automating as much as you can.

  • AI: We welcome the AI revolution & so must you. “Algorithms over Humans” is our motto. Every bit of human work should be aided by a precise implementation of AI.

  • Tooling: No busy work. If a process needs human input, the tooling our team-member uses must be coherent & smooth.

  • Coverage: You’ll work to build 7 days/wk coverage with live support. Our customers want immediate replies so that’s what we deliver.

  • Feedback: You’ll make customers happy enough so they write a great review & refer others. You’ll maniacally collect NPS & CSAT feedback, read each word, and make changes accordingly.

• People

  • Hiring: You’ll map our capacity requirements and bring in extraordinary A+ talent who is exceptional, adaptable, driven.

  • Training: New hires are onboarded rapidly & effectively. Team-members have ongoing training to handle complex situations & understand broader ares. We have a superb, up-to-date knowledge base so the teams are self-sufficient.

  • Performance: You’ll work with our team leads to clearly define roles, audit performance, monitor SLAs, and have well-structured 1-1s.

  • Vibes: Everyone feels excited to turn up to work to do the best work of their life. Benefits are great and career development is compelling.

• Delight: Your job is not just great service, but to go beyond and to trigger delight. Once you’ve nailed the basics, you’ll be hunting for high-ROI interventions across the customer lifecycle which make people go W O W.

KPIs

• Customer Service

  • SLA compliance (% of incoming messages on Front answered below 24hrs)

    • Nov 2024 = 81%

    • Target = 99% (Stretch = 100%)

  • Average Reply Time (hrs, incoming messages on Front)

    • Nov 2024 = 12h4m

    • Target = 1hr (Stretch = 10min)

  • SLA compliance (% of incoming messages on Front answered below 1hr)

    • Nov 2024 = 32%

    • Target = 90% (Stretch = 99%)

  • Ticket-level post-conversion CSAT (% rating as 4 or 5 / 5)

    • Nov 2024 = 92%

    • Target = 95% (Stretch = 99%)

• Customer Success

  • Churning MRR/day as % of total MRR

    • Nov 2024 = 0.48%

    • Target = 0.30% (Stretch = 0.15%)

  • % MRR saved from cancelation requests

    • Nov 2024 = 26.4%

    • Target = 30.0% (Stretch = 40.0%)

  • Reactivation MRR/day as % of total MRR

    • Nov 2024 = 0.16%

    • Target = 0.25% (Stretch = 0.50%)

Need to have

• Experience: You have 5+ years leading in a high-calibre, high-volume D2C customer experience/success/service/support role (or equivalent). You do not need healthcare experience. I have a strong preference for people who understand & enjoy the scary intensity of a high-growth startup.

• Metrics: You’re maniacal about your metrics. You care a weird amount about your analytics stack and you closely monitor SLAs, reply times, CSATs.

• Processes: You’re all about the processes. Your friends tease you, your partner finds it annoying, your colleagues call you “the process kid”. You don’t care — that’s just who you are :)

• Trenches: You don’t hesitate to get your hands dirty in the trenches. You’re not too pretentious or senior to grind it out when needed — in fact you miss the times when that was more of your day-to-day.

• Hiring: You hate incompetence as much as me. You build a team of strictly A-players.

• AI: You recognize how revolutionary LLMs are for your job. You stay at the frontier of the latest developments & ensure every bit of human work is aided by a precise implementation of AI.

• Excellence: You’re annoyingly capable at meta skills. You’re an autodidact with impressive speed and resourcefulness. You’re highly organized and can complete multiple projects concurrently. You calmly handle uncertainty and rapidly changing situations. You think in systems to fix the underlying cause of an issue.

Nice to have

• Strategic: You’re likely excellent in the trenches but you’re also the general at 30,000 ft deciding where to move the troops. You don’t get lost in the weeds and you always make sure we’re taking the required big swings. If not you, who?

• Agentic: You're a doer. You’ve been pulled into important problems, taken risks, excelled in new areas. You've likely founded something, however small. You may want to start your own company in the future.

• Figure it out: You’re likely one of those timeless people that could be dropped anywhere in the world, in any century, and you’d figure it out. Your friends probably think of you as that person :)

• Background: You may have a STEM background, and may have a background in engineering, product, software, computers - or something similar. You're comfortable around no-code tools.

Our cultural standards

These are the core cultural standards to which we hold ourselves & our team-members:

• Belief in the mission: We will have served 10 million patients by the end of 2028 and we transform the life of most patients who join. We have a lot of work to do. We are obsessed with our patients and are dedicated to the mission.

• Unwavering integrity: We are at the frontier, so we often live in ambiguity with no trodden path. When we can’t look to others for guidance, we must maintain impeccable ethics and unwavering integrity.

• Only the paranoid survive: Bad sh*t is coming. By joining us, you’re choosing to sail straight towards the storms with unhesitating conviction. However much we’ve already done, however far we’ve already come — it’s still Day 1 and all our work is ahead of us.

• Your life’s work: This will be your most challenging, most rewarding role of your life. You’ll be shocked how capable you are & how much you can achieve.

• If we’re average we fail: We are only interested in “insanely great”, a focus on the quality of our execution that in everyday life would be considered pathological. We have a dedication to excellence and reject incompetence.

• Commitment to candor: That which can be destroyed by the truth should be. You get full transparency from the company and the company expects full transparency from you. We never say anything about someone that you wouldn’t say to them directly. We give feedback with love and do not need to protect people from fleeting physical sensations.

• A maniacal sense of urgency: We execute at an intensity that most people think is impossible. Speed is critical and we need things done yesterday. We all work very hard and in such a competitive world there really is no other way to win.

• Enduring frugality: We are frugal. We hate being wasteful and we are anti-luxury. A culture of cheapness keeps us young. We spend our cash wisely & carefully — in a way that would make our grandmas proud.

• Bulldozing barriers: The world is malleable and we shape it. We truly believe this and act accordingly. We are relentlessly resourceful and are at the mercy of no-one but ourselves.

• Keep your head down: We’re boring people doing exciting work. We don’t chase short-term status — we ignore short-term dopamine hits and focus on what matters. Outsiders will underestimate us and we revel in that.

• The power of focus: We live in a world of power laws and we cannot overestimate the unimportance of practically everything. Know your One Thing, and nail it.

🎯 “You just build a fing amazing experience. Make each step amazing. Make every decision in the long term interest of the customer. Give the customer massively more value than you take.”*

Compensation & Benefits

• Compensation: $120k-$200k/yr + 0.22%-0.58%

• Healthcare: comprehensive medical insurance (if appropriate)

• Vacation: PTO with a yearly minimum (≥2wks/yr + local national holidays)

• Remote: our team is fully distributed across the world and functions fully remotely

• Personal development: budget for books, courses, coaching ($1200/yr)

• Personal wellness: budget for gym, health apps ($1200/yr)

• Health coaching: free weekly health coaching so you stay healthy

• Work coaching: free weekly work coaching so you stay calm + sharp

• Equipment: Macbook & work-from-home equipment provided as needed

• What are we missing? We're still early so you get to shape our culture.

How to apply

Email richie+hiring@joinfella.com with:

• your resume

• highlights from your experience relevant to the role.