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