Head of Customer Experience

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.

At Bask, customer experience is about making it easier for businesses to succeed with our software. We value clear communication, thoughtful problem-solving, reliable support, and people who can build processes that improve the experience for customers and the teams supporting them.

About the Role

We're looking for a Head of Customer Experience to lead and improve the experience of businesses using Bask Health's software platform.

This role is responsible for developing our customer experience strategy, leading customer-facing service operations, improving support quality, and building processes that help customers successfully use our platform.

You'll oversee how customers experience Bask Health across important stages of their relationship with us, including onboarding, activation, ongoing platform use, technical support, and issue resolution.

Our customers include entrepreneurs, e-commerce operators, online business owners, and healthcare businesses using Bask Health to launch and manage direct-to-consumer telehealth services.

You'll bring a strong understanding of how SaaS customers interact with software platforms and what makes those experiences effective, consistent, and reliable.

You'll develop a customer experience strategy that aligns service quality, operational efficiency, and customer satisfaction with Bask Health's business priorities.

You'll evaluate the customer journey and identify opportunities to reduce friction across different interactions with the platform and our teams.

You'll help establish clear service expectations and customer communication standards.

You'll build consistent processes for handling customer questions, technical issues, escalations, and follow-up requests.

You'll work closely with customer success managers to understand recurring customer concerns and opportunities to improve the overall experience.

You'll collaborate with customer success engineering and technical support teams to improve how technical problems are communicated, investigated, and resolved.

You'll help establish clear ownership of customer issues so requests do not get lost between teams.

You'll identify gaps in existing support workflows and develop practical improvements.

You'll lead, coach, and develop customer-facing team members within the approved organizational structure.

You'll establish performance expectations that emphasize service quality, accountability, clear communication, and effective problem-solving.

You'll help managers and individual contributors improve their ability to handle difficult customer situations.

You'll create processes for reviewing customer interactions and identifying opportunities for coaching.

You'll establish meaningful customer experience metrics and reporting practices.

You'll monitor relevant indicators such as customer satisfaction, response times, resolution times, escalation trends, and recurring support issues.

You'll use customer feedback and operational data to identify patterns that require attention.

You'll help establish a consistent approach to collecting and acting on customer feedback.

You'll collaborate with product and engineering teams to communicate recurring usability problems and customer frustrations.

You'll help prioritize customer experience improvements based on impact, frequency, and operational importance.

You'll work with product managers to improve customer-facing workflows and reduce avoidable support requests.

You'll help develop clear onboarding resources, product education materials, and self-service support documentation.

You'll identify opportunities to make customer communications more useful and easier to understand.

You'll help ensure customers receive consistent information across different teams and communication channels.

You'll oversee important customer escalations and coordinate appropriate internal responses.

You'll participate directly in sensitive customer situations when leadership involvement is needed.

You'll help teams communicate clearly during technical incidents, service interruptions, or other customer-impacting problems.

You'll establish processes for tracking escalations, documenting commitments, and confirming appropriate follow-up.

You'll collaborate with sales and customer success leadership to improve handoffs between the sales process and post-sale customer experience.

You'll work with implementation teams to identify onboarding problems that create unnecessary friction for new customers.

You'll help ensure customers understand what to expect during onboarding and ongoing platform use.

You'll evaluate existing customer service tools, ticketing workflows, and documentation practices.

You'll recommend improvements that help the team manage requests more effectively as the customer base grows.

You'll help create scalable processes that maintain service quality without relying on constant manual intervention.

You'll work with leadership to evaluate staffing needs, team structure, and operational priorities.

You'll participate in hiring and developing customer experience talent as needed.

You'll create training materials and service playbooks that help new team members become effective.

You'll promote strong collaboration between customer success, technical support, engineering, product, and other internal teams.

You'll establish clear escalation boundaries and ensure teams understand when specialist involvement is required.

Bask Health's platform brings together merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll ensure customer-facing teams understand the platform well enough to provide accurate guidance and recognize their own limits.

Because Bask Health supports healthcare-related businesses, you'll need to maintain clear boundaries between software support and clinical, pharmacy, or compliance responsibilities.

You'll coordinate with authorized specialists when customer issues involve regulated healthcare activities.

You'll ensure customer-facing processes follow appropriate privacy, security, and information-handling requirements.

You'll work directly with company leadership to communicate customer experience performance, emerging problems, and opportunities for improvement.

You'll help leadership understand how customer experience affects adoption, retention, and long-term customer relationships.

You'll be expected to balance customer advocacy with operational efficiency and the realities of running a growing software business.

You'll develop processes that make it easier for teams to deliver consistent support as the platform and customer base evolve.

We're looking for a leader with substantial experience in customer experience, customer success, or support operations, along with proven experience managing teams.

You should understand how merchant-facing SaaS businesses operate and how customer experience influences long-term customer relationships.

You'll need to be comfortable making decisions, building processes, coaching employees, and collaborating across departments.

Success in this role means creating a customer experience that is clear, consistent, responsive, and scalable while helping merchants feel confident using Bask Health.

What You'll Do

• Lead Bask Health's customer experience strategy and service operations.
• Evaluate and improve the end-to-end customer journey.
• Establish consistent customer communication and service standards.
• Develop scalable customer support and escalation processes.
• Lead and coach customer-facing teams within the approved organization.
• Define customer experience performance expectations.
• Monitor customer satisfaction and service quality metrics.
• Track response times, resolution times, and escalation trends.
• Identify recurring customer frustrations and service gaps.
• Develop processes for collecting and acting on customer feedback.
• Improve coordination between customer success and technical support teams.
• Collaborate with product and engineering on recurring customer experience issues.
• Help prioritize product improvements that reduce customer friction.
• Oversee complex customer escalations and sensitive service situations.
• Establish clear ownership and follow-up procedures for customer requests.
• Improve customer onboarding and activation experiences.
• Develop customer education and self-service support resources.
• Create internal service playbooks and training materials.
• Establish quality assurance and customer interaction review processes.
• Coach team members on communication, problem-solving, and customer care.
• Evaluate customer service tools and operational workflows.
• Recommend process improvements that increase efficiency and consistency.
• Coordinate customer communications during platform issues when appropriate.
• Improve handoffs between sales, onboarding, customer success, and support.
• Support organizational planning and customer experience hiring.
• Establish reporting that communicates customer experience performance to leadership.
• Promote accountability and follow-through across customer-facing functions.
• Ensure appropriate privacy, security, and information-handling practices.
• Escalate clinical, pharmacy, and compliance matters to authorized teams.
• Identify opportunities to reduce avoidable customer support requests.
• Help build a customer experience function that can scale with Bask Health.
• Take ownership of customer experience quality and continuous improvement.

Requirements

• 10+ years of experience in customer experience, customer success, customer support operations, client services, or a closely related customer-facing function.
• At least 4 years of experience directly managing customer-facing teams.
• Demonstrated experience leading customer experience or support operations for a SaaS business.
• Substantive experience working with e-commerce businesses, online merchants, or merchant-facing software.
• Strong understanding of the customer lifecycle, including onboarding, adoption, ongoing support, and retention.
• Experience developing and executing customer experience strategies.
• Proven ability to build and improve customer support processes.
• Experience managing service quality and customer satisfaction initiatives.
• Demonstrated ability to coach, develop, and evaluate customer-facing employees.
• Experience defining service standards and operational performance expectations.
• Strong understanding of customer satisfaction, response time, resolution time, and escalation metrics.
• Experience using customer feedback and service data to identify improvement opportunities.
• Ability to develop scalable customer support and escalation procedures.
• Experience overseeing complex customer escalations.
• Strong understanding of customer communication and service recovery.
• Experience collaborating with product and engineering teams on customer-facing issues.
• Ability to translate customer feedback into operational and product recommendations.
• Experience improving customer onboarding and support handoffs.
• Familiarity with customer support platforms, ticketing systems, and reporting tools.
• Experience building customer service playbooks and training programs.
• Strong written and verbal communication skills.
• Ability to present operational performance and recommendations to senior leadership.
• Strong analytical thinking and data-driven decision-making skills.
• Experience managing multiple operational priorities.
• Strong organizational and process improvement skills.
• Ability to lead teams in a remote, cross-functional environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and accountability for customer experience outcomes.

Nice to Have

• Experience leading customer experience at an e-commerce SaaS company.
• Experience supporting Shopify merchants or direct-to-consumer brands.
• Familiarity with Shopify, BigCommerce, Klaviyo, Gorgias, Recharge, or similar commerce platforms.
• Experience working directly with entrepreneurs and online business owners.
• Experience leading both customer success and technical support teams.
• Experience building customer support operations during periods of company growth.
• Familiarity with customer satisfaction measurement and customer feedback programs.
• Experience implementing customer support quality assurance processes.
• Experience improving first-contact resolution and reducing repeat support requests.
• Experience building self-service support resources or customer help centers.
• Familiarity with Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or similar tools.
• Experience developing customer journey maps and service blueprints.
• Experience designing customer escalation and incident communication processes.
• Experience improving onboarding and implementation handoffs.
• Experience creating operational dashboards and performance reporting.
• Experience leading cross-functional customer experience initiatives.
• Familiarity with online storefront, checkout, and payment workflows.
• Experience supporting subscription commerce businesses.
• Familiarity with healthcare technology or telehealth platforms.
• Experience collaborating directly with founders and senior company leadership.