Head of Customer Experience (CX) | Telehealth & E-commerce (US-Based) - Contract to Hire

We are a fast-growing telehealth and e-commerce company with a primarily offshore customer support team. We are hiring an expert-level Head of Customer Experience to own the entire CX operation and remove founders from day-to-day customer issues.

This is a leadership and systems role. If your background is answering tickets or focusing on “customer happiness” over policy, this is not a fit.

What You Will Own

• Full accountability for customer support outcomes
• Leadership and performance management of offshore CS teams
• Clear, enforceable refund and reshipment policies
• SOPs, decision trees, and escalation frameworks
• Final authority on edge cases and exceptions
• CX metrics that protect margin, not vanity stats

Key Outcomes (Not Responsibilities)

• Agents stop escalating routine decisions
• Refund and reship rates are reduced and controlled
• Policy enforcement is consistent across all agents
• Escalations drop sharply
• CX becomes predictable, scalable, and disciplined

Required Expertise

• 7+ years in Customer Experience leadership
• Prior Director-level or Head-of-CX role
• Proven experience managing offshore support teams
• Background in e-commerce, telehealth, or subscription businesses
• Comfortable denying refunds and reships when policy dictates
• Strong written SOP and process design skills

Strongly Preferred

• Experience in regulated or medical-adjacent industries
• Slack, Intercom expertise
• Experience scaling CX during rapid growth

Disqualifiers

• Pure B2B SaaS background
• “Customer delight at all costs” mindset
• Lack of ownership over refunds/reships in prior roles
• No offshore team management experience

Compensation

Expert-level hourly or monthly retainer

• Expert-level hourly or monthly retainer
• Performance-based incentives tied to:
• Refund rate reduction
• Reshipment reduction
• Escalation reduction

Application Instructions (Required)

To be considered, include

1. A brief overview of CX teams you’ve led (size + offshore locations)

2. One example where you reduced refunds or reships through process changes

3. Your availability and preferred engagement model (fractional or full-time)

Applications that do not follow these instructions will not be reviewed.