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Customer Success and Customer Experience Lead

2 weeks ago

Pasig, National Capital Region, Philippines Hive Health Full time

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.