[Remote] Head of Customer Service
Note: The job is a remote job and is open to candidates in USA. Helix is a company dedicated to transforming healthcare by integrating genomic data into clinical practice. They are seeking a Head of Customer Service to lead the AI transformation of the customer service team, ensuring effective collaboration with various internal stakeholders while enhancing service delivery and operational efficiency.
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
Skills
- 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
- 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
Benefits
- 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.
- 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
Company Overview