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Senior Customer Experience Manager

How to Apply

If you're excited to learn more, fill out this form. If we think you might be a fit, we'll respond within 48 hours. Please let us know if you have timing constraints. Regardless, we'll try our best to respect your time along the process.

Wyndly

At Wyndly, we believe that better connections lead to better care, and we’re committed to making both happen at every step of the patient journey. Our allergy practice allows our patients to work with expert providers to develop personalized treatment plans for long-term allergy relief using clinically proven therapies. From a patient’s initial consultation to their final treatment delivery, we want the Wyndly experience to be a breath of fresh air for allergy sufferers – truly effective allergy relief, simply and efficiently delivered.

For the customer experience team, we look for people who take initiative, who bring a systems building mindset, who naturally love helping others, and above all, who have a passion for changing healthcare for millions of patients.

The Role

We’re looking for an innovative, operationally-minded customer experience (CX) leader, who will be responsible for ensuring best-in-class CX for Wyndly’s patients. You’ll be building and operating a department at a fast-growing company, empowering all of our patients with essential support, education, and guidance, while also scaling our customer experience and operations to support our company goals.

What You’d Definitely Be Doing

* Own all daily CX operations and management for our remote CX team.

* Communicate with customers over phone call, video chats, text message, and email for proactive and reactive customer support* Oversee critical CX operations including training, help center & knowledge base content, self-service, tools & software, workforce management, scheduling and reporting.* Build, own and improve the systems of the operational side of the patient experience, including the dunning process, logistics communications, recurring purchase operations, to name a few.* Partner with the CEO and Chief Medical Officer to solve major recurring patient issues and improve the effectiveness of the current customer experience.* Be the point of contact for the various 3rd party vendors we partner with that help deliver care to our patients.* Setup and own data analysis and reporting for CX and operations SLAs and KPIs.

Who You Are

* You have a bias for action and care about delivering results and meeting deadlines.

* You presided over a complex, modern customer experience stack, with best-in-class software and numerous contact channels (email, phone, chat, chatbots, SMS, social), workflows, and support tiers. Specifically, using Slack, Notion, and Shopify on a daily basis is a walk in the park for you.* You consider yourself a pro with setting up, optimizing and administering our CRM platform Kustomer.* You listen well and understand stakeholders’ needs, and in both written and verbal communication you are excellent at being concise, getting to first principles, using data to support your story, and explaining even the most arcane CX topics in easily accessible, layperson-friendly terms.* You’re highly data-literate, proactively inquisitive, and skilled in your own right in analysis and the use of related tools (spreadsheets and BI reporting tools)* You ideally managed and scaled a erse and distributed CX team comprised of at least several agents and other ops staff.* You’re a strong mentor who feels comfortable coaching direct reports and seeing them grow in their role.* You have experience setting and exceeding goals and scoring high on key CX and operations metrics covering customer satisfaction (CSAT, NPS), service level (response times, etc), and agent productivity.* You’ve got a willingness to proactively and thoughtfully challenge the norm, question assumptions, and find creative solutions so we can continually deliver better customer support.* You’re enthusiastic about AI and its potential to streamline customer support operations.

Why We Think You’ll Like It Here

* It’s a truly awesome time to join. We’re at that moment in our company’s history where we’ve worked out the initial kinks of launching a trusted healthcare platform, and we’ve scaled quickly to a place that’s confirmed the growth potential we and our investors saw in this business. But we’re still a very small team with the potential for you to make an incredible impact and to grow alongside the company.

* We offer great benefits that we’re really proud of, including flexible vacation, a large monthly healthcare stipend, and the opportunity to work remotely from wherever you’d like.* We take pride in being diligent and driven, while also maintaining perspective, being accountable, and always pushing to make our patients.

Who We Are

Wyndly (YC W21) fixes allergies by training patients' bodies to ignore their allergy triggers. Frustrated allergy suffers come to us when they no longer want to deal with pills and sprays. We diagnose the patient’s unique allergy profile and create a personalized treatment plan to give the patient lifelong allergy relief. Specifically, Wyndly is increasing access to sublingual immunotherapy (SLIT) for allergy care. For our patients, we're combining the convenience of telehealth and direct-to-consumer care with an exceptional patient experience that never loses the context of care.

Wyndly represents an opportunity to change allergy care forever. With 60 million Americans suffering from allergies today, and with this number doubling over the coming years, there's simply an incredible need for the convenient care Wyndly provides.

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