About CheekyMD

CheekyMD is a pioneering health and wellness subscription telemedicine company, committed to delivering a convenient and personalized healthcare experience through our online platform. Our team united with a vision to make modern weight loss medication accessible to everyone without the inconvenience and discomfort of needle injections. We specialize in offering an innovative oral form of semaglutide, providing a needle-free solution that eases the weight loss journey.

Our mission is clear: to make it pain-free for anyone to achieve their weight loss goals, all at an affordable price.

Overview

As the first full-time customer service hire, your goal will be to deliver unparalleled customer delight. You will build the CheekyMD customer support team from the ground up, managing an offshore team of customer-centric individuals dedicated to exceptional service. This role is ideal for those who enjoy diving into the details with best-in-class customer service tools like Zendesk and maximizing their potential.

Ultimately, you will focus on preventing customer complaints before they arise and responding empathetically and compassionately when issues do occur.

Location: Los Angeles, with some remote flexibility.

Key Responsibilities:

Develop and implement customer service strategies that proactively address potential complaints and handle existing ones with empathy and effectiveness.
Build and manage a customer service team from scratch, initially overseeing up to 10 offshore team members.
Utilize Zendesk to automate and streamline customer service processes.
Establish and monitor Key Performance Indicators (KPIs), such as CSAT and NPS scores, to measure customer satisfaction and service effectiveness.
Engage with customers at risk of churning to understand their concerns and attempt to win their business back.

Qualifications

Advanced knowledge of Zendesk, including expertise in automation and process optimization.
Proven experience in leading and scaling remote or offshore teams.
Ability to develop proactive strategies to mitigate potential customer issues.
Proficient in using metrics like CSAT and NPS to drive service improvements.
Strong ability to engage with customers to reduce churn and enhance retention.
Demonstrated experience in setting up efficient customer service processes and systems.
Experience in a medical or pharmaceutical environment is preferred.
Experience with subscription e-commerce or direct marketing companies is preferred.
Bonus points for a proven track record in scaling operations from hundreds to tens of thousands of customers.

Compensation and Benefits

Salary: $100-120k, commensurate with experience
Unlimited Paid Time Off (PTO)
Healthcare: Monthly healthcare stipend initially, with the option to transition to medical insurance at a later date

How to Apply

To apply, please send your resume and a cover letter to recruiting@cheekymd.com with the job title in the subject line.

In your cover letter, please include the following:

A discussion of how your experience makes you a strong match for this specific role.
An example of a non-obvious task you successfully automated to save significant time, and a brief explanation of how you accomplished it.
Your interest in working for a small, but rapidly growing startup.

CheekyMD jobs

Customer Service Lead