[Hiring] Head of Customer Service @Helix

Role Description

Every day, patients, providers, and partners come to Helix at moments that matter, like a patient signing up for a research study, a provider with a clinical question, or a partner organization launching a program at scale. Researchers are becoming a part of this picture too, leaning on our clinicogenomic database to advance scientific discovery.

Helix is reshaping customer service into an AI-augmented operating model and the Head of Customer Service is the person driving this build forward. You'll partner with AI Ops on the technical work, lead the CS team, and work closely with the Head of Strategy & BizOps to shape where CS goes next. This is a role for someone who balances systems thinking with the people leadership it takes to bring a team through transformation.

Key responsibilities:

• Lead the AI transformation of the team, partnering with internal AI Ops engineers on the technical build and defining what the system should do and what’s worth automating.
• Bring a strong point of view on where CS needs to go, partnering closely with the Head of Strategy & BizOps on direction, team structure, and capability gaps.
• Lead the CS team, setting direction, coaching, and keeping the team delivery-ready through the transformation.
• Own the knowledge base maintenance model and feedback loop across AI Ops, Product, Clinical, Partner Success, and Commercial.
• Bring the voice of the customer into Product prioritization, and partner with Sales and Marketing to establish clear service expectations for new types of inquiries as they emerge.
• Define and codify the "never automate" ruleset (high-distress moments, clinical queries, enterprise escalations, and other contacts where human judgment must lead), revisiting as the system matures.
• Own the metrics that tell the story (CSAT, AI resolution rate, escalation rate, first-contact resolution, first response time) and the weekly reviews where the team acts on what the data shows.
• Develop sharp intuition for what moves each metric, with readiness to experiment when answers aren’t obvious.
• Surface insights to leadership on what's working, what isn't, and where to invest for the most impact.

Qualifications

• 8+ years in customer experience, support, or operations, with hands-on experience leading systems and process transformation.
• A clear understanding of AI in customer service, with a framework for what it should and shouldn’t do.
• Preference for process over headcount, with judgment to know when hiring is the right answer.
• Demonstrated ability to coordinate across teams without direct authority, and surface tradeoffs.
• Strong organizational discipline and people leadership, with comfort leading a manager who owns daily team delivery.
• Uses data and metrics to evaluate performance, communicate what's working, and identify what to improve.
• Excellent communication skills, able to tell a clear story about how the function is doing and flag what matters to leadership.

Pluses

• Experience in healthcare, genomics, or other industries serving patients and providers where service quality directly affects customer outcomes.
• Prior experience with AI in a service or ops context.
• Experience with HubSpot, Dialpad, or comparable CRM / contact center tooling.
• Experience working across both consumer and partner / B2B2C channels.

Expected Interview Process

• 1) Recruiter Screen
• 2) Manager Screen/Tech Screen
• 3) Onsite
• 4) Offer

Expected Pay For This Role

• Expected Helix Base: $110,000 - $135,000
• Expected Helix Discretionary Annual Bonus: 20% of your annual salary
• Equity: We offer generous equity at Helix. If you receive a Helix offer your recruiter will book dedicated time with you to educate you on our equity model.

Benefits

• Comprehensive Health Insurance with Date of Hire eligibility
• Above average employer paid premium coverage
• 12 weeks Helix Paid Parental Leave option
• 401(k) with employer matching of up to 3% and 100% Vesting on the Date of Hire
• Comprehensive Well-Being Benefits
• Flexible PTO
• Remote options for many roles and a home office stipend

What you'll accomplish

In your first 3 months:

• Built working relationships with the CS Manager, the CS team, AI Ops, and cross-functional stakeholders (Product, Clinical, Partner Success, Commercial).
• Developed a clear, data-grounded view of current operations (volumes, contact drivers, team performance, gaps) and absorbed the AI transformation plan in motion.
• Tested and refined AI-assisted triage and escalation while humans handle customer responses.
• Set a working rhythm with the CS Manager on how the transformation work connects with daily operations.
• Formed a strong point of view on where CS needs to go over the next 12 months, grounded in direct observation and developed with the Head of Strategy & BizOps.

In your first 6 months:

• Shipped AI-assisted triage and escalation across all written channels, with first use cases identified for full AI end-to-end resolution.
• Evolved the knowledge base maintenance model based on actual use.
• Built a working voice-of-customer rhythm with Product.
• Partnered with the Head of Strategy & BizOps on the team structure for where CS is going.
• Delivered early impact in key metrics (CSAT, AI resolution rate, escalation rate).

Company Description

Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.