**About the Company**:
Mission-driven women's health brand with well-established e-commerce side has recently expanded by launching a telehealth service to support women with pelvic health challenges.
**About the Role**:
We're seeking the first Customer Experience Team Lead to overhaul customer service and strategically bridge the gap between customer service, marketing, and R&D.; You'll shape the future of customer service for both the e-commerce and telehealth offerings with efficiency and empathy.
**Why This Role?**
You're not just managing a team, you're owning the connection between customer experience and business growth for a mission-driven women's health brand.
- Strategic Leadership: Shape CX strategy that drives revenue (upsells, retention)
- Silo Breaker: Align e-commerce (Shopify/Amazon) and telehealth operations
- Scale Without Chaos: Build systems so the team thrives amid rapid growth
**Your Impact**
- Turn service into sales: Train 2-3 customer support members to identify upsell or cross-sell moments
- Prevent fires, don't fight them: build systems and processes to automate repetitive tasks with AI (empathy comes first in communication!)
- Be the connective tissue: Sync Amazon/Shopify/telehealth data to spot trends & opportunities
- Own outcomes: Report directly to leadership on how CX moves revenue (not just CSAT scores)
**We Need You If You Have**
- **Min 3+ years** **leading remote CX team**s with a hands-on attitude, getting into the knit and grit yourself (US/UK/AU clients preferred)
- **Industry experience**in either: Digital Health, Telehealth, Women’s Wellness, Sexual Health, Fertility, Healthtech, Mental Health Platforms, DTC E-commerce, Supplements & Skincare, Subscription Wellness Brands.
- **Proven hustle**:Built processes & systems that reduced ticket volume or boosted upsells
- **Tech agility**:Used AI/Customer support tools to automate workflows (show us metrics)
- **Healthcare EQ**: Handle sensitive questions with clinical accuracy + empathy




- **Availability: U**SA PT hours with weekend flexibility (crisis coverage)
**Key Responsibilities**:
**1. Team Leadership**
- Supervise and mentor 3 customer service members
- Coaching focused on identifying upsell opportunities
- Develop SOPs and conduct training on:
- HIPAA compliance for telehealth
- Best practices for ecommerce and telehealth customer support
**2. Customer Support Operations**
- Handle escalated issues for both ecommerce and telehealth
- Reduce repetitive queries through AI automation
**3. Process/Systems Introduction & Improvement**
- Optimize CRM workflows (current tools: Help Scout, Grasshopper)
- Bridge data gaps between Shopify and Amazon teams to identify trends and opportunities
**4. Reporting & Analytics**
- Track KPIs that matter
- Add revenue-impact metrics (e.g., upsell conversion rates from service interactions)
**5. Cross-Functional Collaboration**
- Communicate customer trend reports to the product/service development team, pointing out new/improved opportunities
- Collaborate with the marketing team to improve conversion and retention rates
- Collaborate with all departments to improve process flows and implement AI automation
**Why Join?**
- $3K-$4K USD per month, depending on depth of experience (full-time longterm contractor) + performance bonuses
- Fully remote but must overlap 6+ hours with PT
- Growth path: This role reports directly to the CEO and works alongside Marketing dep.
Pay: $51,000.00 - $68,000.00 per month
Application Question(s):
- Have you worked at least 2 years with a US-based company, in a remote capacity? If not: how about UK or Australia based?
- Have you recently worked in any of these industries? (Digital Health, Telehealth, Women’s Wellness, Sexual Health, Fertility, Healthtech, Mental Health Platforms, DTC E-commerce, Supplements & Skincare, Subscription Wellness Brands) in customer support, experience or support?
Work Location: Remote
Application Deadline: 15/08/2025
Expected Start Date: 31/08/2025

📌 Customer Experience Team Lead (E-commerce, Telehealth) (México)
🏢 Polyglot Talent
📍 México