Customer Success and Customer Experience Lead
Ready to make an impact? At Hive Health and HPPI, a subsidiary of Hive Health, we’re on a mission to make healthcare radically more accessible for all—and we need passionate, driven individuals to help us make it happen. If you thrive in a fast-paced, innovative environment and want to work on solutions that truly matter, we’d love to meet you!
About the Role
We are seeking a strategic, hands-on leader to build and scale our Customer Success and Customer Experience (CS & CX) teams. You will own the end-to-end customer journey—from onboarding to customer support—ensuring our members receive fast, empathetic, and high-quality service across every touchpoint.
Responsibilities
As the Customer Success and Customer Experience Lead, your areas of responsibilities include:
Lead end-to-end customer journey mapping, identifying opportunities and friction points to improve overall customer experience across all touchpoints
Build, implement, and optimize the customer feedback loop, ensuring customer insights translate into product and service improvements
Oversee the Customer Success team, ensuring that our support agents are able to consistently deliver a delightful user experience
Serve as final escalation point for complex member concerns
Partner with Product, Operations, and Marketing to represent the voice of the customer, and champion a patient-first culture across teams within Hive Health
Qualifications
Minimum 4 years of relevant experience in customer experience, customer support, operations, or related fields
With prior experience in scaling a 24/7 support operations in a startup or fast-growth company
Comfortable zooming out to strategy and zooming in to solve daily operational issues
Excellent operational and analytical skills; fluent in metrics, dashboards, and process design
Background in support softwares (e.g. Zendesk, Crisp) preferred
Proactive, customer-obsessed, and energized by building from the ground up
Join our team as we revolutionalize healthcare in the Philippines—and beyond!
✨ Day 1 benefits for full-time employees – because we practice what we preach! Enjoy comprehensive healthcare coverage for you and your dependent, and paid time off from the start.
🚀 Grow with us – mentorship, career development, and learning opportunities to help you thrive.
🌍 Global connections – gain insights and support from top minds at Harvard, Stanford, and beyond.
