[Hiring] Head of Customer Experience @Bask Health

Role Description

We're looking for a Head of Customer Experience to lead and improve the experience of businesses using Bask Health's software platform. This role is responsible for developing our customer experience strategy, leading customer-facing service operations, improving support quality, and building processes that help customers successfully use our platform.

• Oversee how customers experience Bask Health across important stages of their relationship with us, including onboarding, activation, ongoing platform use, technical support, and issue resolution.
• Bring a strong understanding of how SaaS customers interact with software platforms and what makes those experiences effective, consistent, and reliable.
• Develop a customer experience strategy that aligns service quality, operational efficiency, and customer satisfaction with Bask Health's business priorities.
• Evaluate the customer journey and identify opportunities to reduce friction across different interactions with the platform and our teams.
• Establish clear service expectations and customer communication standards.
• Build consistent processes for handling customer questions, technical issues, escalations, and follow-up requests.
• Work closely with customer success managers to understand recurring customer concerns and opportunities to improve the overall experience.
• Collaborate with customer success engineering and technical support teams to improve how technical problems are communicated, investigated, and resolved.
• Establish clear ownership of customer issues so requests do not get lost between teams.
• Identify gaps in existing support workflows and develop practical improvements.
• Lead, coach, and develop customer-facing team members within the approved organizational structure.
• Establish performance expectations that emphasize service quality, accountability, clear communication, and effective problem-solving.
• Create processes for reviewing customer interactions and identifying opportunities for coaching.
• Establish meaningful customer experience metrics and reporting practices.
• Monitor relevant indicators such as customer satisfaction, response times, resolution times, escalation trends, and recurring support issues.
• Use customer feedback and operational data to identify patterns that require attention.
• Establish a consistent approach to collecting and acting on customer feedback.
• Collaborate with product and engineering teams to communicate recurring usability problems and customer frustrations.
• Prioritize customer experience improvements based on impact, frequency, and operational importance.
• Work with product managers to improve customer-facing workflows and reduce avoidable support requests.
• Develop clear onboarding resources, product education materials, and self-service support documentation.
• Identify opportunities to make customer communications more useful and easier to understand.
• Ensure customers receive consistent information across different teams and communication channels.
• Oversee important customer escalations and coordinate appropriate internal responses.
• Participate directly in sensitive customer situations when leadership involvement is needed.
• Help teams communicate clearly during technical incidents, service interruptions, or other customer-impacting problems.
• Establish processes for tracking escalations, documenting commitments, and confirming appropriate follow-up.
• Collaborate with sales and customer success leadership to improve handoffs between the sales process and post-sale customer experience.
• Work with implementation teams to identify onboarding problems that create unnecessary friction for new customers.
• Ensure customers understand what to expect during onboarding and ongoing platform use.
• Evaluate existing customer service tools, ticketing workflows, and documentation practices.
• Recommend improvements that help the team manage requests more effectively as the customer base grows.
• Create scalable processes that maintain service quality without relying on constant manual intervention.
• Work with leadership to evaluate staffing needs, team structure, and operational priorities.
• Participate in hiring and developing customer experience talent as needed.
• Create training materials and service playbooks that help new team members become effective.
• Promote strong collaboration between customer success, technical support, engineering, product, and other internal teams.
• Establish clear escalation boundaries and ensure teams understand when specialist involvement is required.
• Ensure customer-facing teams understand the platform well enough to provide accurate guidance and recognize their own limits.
• Coordinate with authorized specialists when customer issues involve regulated healthcare activities.
• Ensure customer-facing processes follow appropriate privacy, security, and information-handling requirements.
• Work directly with company leadership to communicate customer experience performance, emerging problems, and opportunities for improvement.
• Help leadership understand how customer experience affects adoption, retention, and long-term customer relationships.
• Balance customer advocacy with operational efficiency and the realities of running a growing software business.
• Develop processes that make it easier for teams to deliver consistent support as the platform and customer base evolve.

Qualifications

• 10+ years of experience in customer experience, customer success, customer support operations, client services, or a closely related customer-facing function.
• At least 4 years of experience directly managing customer-facing teams.
• Demonstrated experience leading customer experience or support operations for a SaaS business.
• Substantive experience working with e-commerce businesses, online merchants, or merchant-facing software.
• Strong understanding of the customer lifecycle, including onboarding, adoption, ongoing support, and retention.
• Experience developing and executing customer experience strategies.
• Proven ability to build and improve customer support processes.
• Experience managing service quality and customer satisfaction initiatives.
• Demonstrated ability to coach, develop, and evaluate customer-facing employees.
• Experience defining service standards and operational performance expectations.
• Strong understanding of customer satisfaction, response time, resolution time, and escalation metrics.
• Experience using customer feedback and service data to identify improvement opportunities.
• Ability to develop scalable customer support and escalation procedures.
• Experience overseeing complex customer escalations.
• Strong understanding of customer communication and service recovery.
• Experience collaborating with product and engineering teams on customer-facing issues.
• Ability to translate customer feedback into operational and product recommendations.
• Experience improving customer onboarding and support handoffs.
• Familiarity with customer support platforms, ticketing systems, and reporting tools.
• Experience building customer service playbooks and training programs.
• Strong written and verbal communication skills.
• Ability to present operational performance and recommendations to senior leadership.
• Strong analytical thinking and data-driven decision-making skills.
• Experience managing multiple operational priorities.
• Strong organizational and process improvement skills.
• Ability to lead teams in a remote, cross-functional environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and accountability for customer experience outcomes.

Requirements

• Experience leading customer experience at an e-commerce SaaS company.
• Experience supporting Shopify merchants or direct-to-consumer brands.
• Familiarity with Shopify, BigCommerce, Klaviyo, Gorgias, Recharge, or similar commerce platforms.
• Experience working directly with entrepreneurs and online business owners.
• Experience leading both customer success and technical support teams.
• Experience building customer support operations during periods of company growth.
• Familiarity with customer satisfaction measurement and customer feedback programs.
• Experience implementing customer support quality assurance processes.
• Experience improving first-contact resolution and reducing repeat support requests.
• Experience building self-service support resources or customer help centers.
• Familiarity with Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar tools.
• Experience developing customer journey maps and service blueprints.
• Experience designing customer escalation and incident communication processes.
• Experience improving onboarding and implementation handoffs.
• Experience creating operational dashboards and performance reporting.
• Experience leading cross-functional customer experience initiatives.
• Familiarity with online storefront, checkout, and payment workflows.
• Experience supporting subscription commerce businesses.
• Familiarity with healthcare technology or telehealth platforms.
• Experience collaborating directly with founders and senior company leadership.