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VP Customer Experience

13 hours, 14 minutes ago
United States, Canada
Full-time
Executive
Customer Support
Customer and Technical Support
Apply Now
Fullscript

Fullscript

Fullscript provides a platform that enables healthcare practitioners to create personalized supplement plans and recommend professional-grade supplements to their patients, enhancing patient care and treatment adherence through convenient ordering and ...

Health Care Providers & Services
501-1000
Founded 2011
$267M raised
View All Jobs 6

Description

  • Define and evolve the customer experience vision across all customer touchpoints.
  • Translate company strategy into a differentiated CX approach that reduces friction, builds trust, and improves retention.
  • Design and scale an AI-first, human-enabled customer support model across voice, chat, email, and asynchronous channels.
  • Own the end-to-end customer support journey, including service systems, teams, and operational capabilities.
  • Lead customer experience, journey design, customer support, and voice-of-customer teams.
  • Own NPS, CSAT, and Customer Effort Score measurement and establish closed-loop feedback processes.
  • Use AI, analytics, and customer insights to identify root causes and resolve systemic customer issues.
  • Partner with Product, Engineering, and Operations to eliminate pain points and influence roadmap priorities.
  • Own and improve service performance metrics, including resolution quality, first-contact resolution, time to resolution, and cost to serve.
  • Establish a data-driven operating cadence and develop leaders in a high-growth environment.

Requirements

  • 10+ years of customer experience, support, or service leadership experience in high-growth or scaled environments.
  • Proven experience leading end-to-end customer experience transformation beyond support operations.
  • Experience implementing or scaling AI-driven customer support and automation.
  • Experience building systems, teams, and processes at scale.
  • Deep understanding of customer behavior, journey design, and service models.
  • Data-driven decision-making experience using customer and operational metrics.
  • Ability to influence senior leaders and drive cross-functional change.
  • Strong communication skills and ability to align diverse stakeholders.
  • Builder mindset with high ownership, accountability, and comfort operating through ambiguity.
  • Experience in health tech, SaaS, marketplaces, or multi-sided platforms is preferred.

Benefits

  • Competitive compensation package.
  • RRSP matching in Canada and 401(k) matching in the United States.
  • Flexible paid time off.
  • Flexible benefits package and additional perks.
  • Hybrid and remote work flexibility.
  • Employee discounts on Fullscript products for family and friends.
  • Training budget and company-wide continuous learning initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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