Lifeforce: Team Lead: Customer Experience (CX) and Health Coaching

REMOTE – LIFEFORCE / FULL-TIME
Midlife isn't what it used to be, and that's a great thing. Our 30’s, 40’s, 50’s+ are now years of growth, achievement, and exploration. Yet, we all still have to navigate changes in physical and mental performance as we age. It doesn’t have to be that way - and we need your help to make it so. Lifeforce (www.mylifeforce.com) makes it easy to understand your body and keep living at your peak. Launched in February 2022, the Lifeforce membership combines everything you need to track your key biomarkers and get the insights, tools, coaching, and clinical expertise to be at your best for yourself and the people you care about. One convenient, integrated solution guiding you to the right health-optimization decisions, at the right time.  Lifeforce was created in partnership with Tony Robbins, Dr. Peter Diamandis, and M13, some of the biggest influencers in the performance medicine and longevity space (Tony and Peter’s recent book on this topic, also called Life Force, is a 2022 NYT best seller). Our model was built alongside scientific advisors from the Cleveland Clinic, Mass General Hospital, Boston University, and Harvard Medical School.  After strong traction in our first year, we’re now looking to expand our CX and coaching leadership team. As the CX and Coaching team leader you will be responsible for leading our front-line customer experience and coaching teams and ensuring that every service and coaching interaction we provide is exceptional. You will work alongside our clinical and diagnostic operations teams and in partnership with our cross functional partners in Product, Engineering, Marketing and Content to deliver amazing experiences and measurable health improvements for our members and potential members. 
You’ll be a good match for this role if you’re excited by doing everything it takes to win the trust of and build long-lasting relationships with our members and potential members. You’ll be instrumental in helping deliver true, positive health outcomes and helping create and deliver a true concierge experience. This is the first internal experience team lead role, and we are looking for someone who has relevant experience and is flexible and eager to help us build something new. We’re a fun team with serious drive and are looking for someone to dive in and help us build the next phase of Lifeforce!

Responsibilities:

• Lead, coach and develop the health coaching team 
• Serve as the primary point of contact and escalation resource for the CX team. Manage the program’s performance, create continuous feedback loops and track issues to ensure both quality and efficiency are being delivered 
• Execute day-to-day business management duties for our internal coaching, CX and Horatio teams including real-time workflows, scheduling, shift approvals, reporting and QA
• Support the resolution of escalated customer issues, escalate when appropriate, and report on trending issues
• Seek out information to identify gaps and drive continuous performance improvement from the teams as a whole and individual agents and coaches
• Foster cross-team collaboration and continuously improve ways of working with cross functional teams and partners
• Work collaboratively with other members of the leadership team to foster a team environment where people want to work 
• Support product launches by providing feedback and assisting with various stages of feedback and testing
• Support hiring 

Experience and Skills:

• 3+ years experience in a dynamic, customer-focused environment
• 2+ years of experience leading, coaching, developing, and motivating teams
• Experience as a health coach strongly preferred
• Omni-channel contact center experience strongly preferred
• Extensive experience with multi-faceted, personalized customer support delivery with high expectations for customer satisfaction
• Experience managing teams remotely is highly preferred 
• Experience with Zendesk highly preferred
• Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms
• Demonstrated ability to solve problems analytically 
• Exceptional communication skills across all channels is required
• Effective time manager who has the ability to coach others to work more effectively 
• Strong planning, organizational and time management skills and manage/adapt to changing priorities easily
• Self-starter mindset who also thrives when collaborating with working teams
• Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager

What We Offer:

• Genuine opportunity to do well by doing good in a break-out sector.
• Work alongside world experts in heal