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The easy test that gives you powerful information about your fertility

Customer Experience Lead

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We're a women's health company focused on making fertility information more accessible for women everywhere. We’re developing the first comprehensive test you can take at home to check in on your fertility and we’re backed by top investors.

We’re changing the conversation around fertility and putting women’s health at the forefront of technology and culture. We believe in hard work and good people–and we know that if you have them both–you can do things that make the world a better place.

The Role:
We’re looking for a Customer Experience leader to join our team at Modern Fertility. You’re the heart and soul behind every Modern Fertility customer’s experience–from email and chat, to phone, SMS, and beyond, you’ll be on the front lines for making Modern Fertility’s customer-first support team the best in women’s health. You’ll manage a high performing team (both part-time and full-time) and know that customer experience isn’t just ticket efficiency. You’ll run the entire customer support organization.

We are looking for an exceptional communicator with strong organizational, interpersonal, and creative instincts–with the ability to wear many hats and the poise to navigate the fast-paced ambiguity of a startup environment.

What gets us excited:
- You have 8+ years of experience in customer success.
- You’ve managed a team of customer experience reps and love management.
- You live, breathe, and dream customer empathy.
- You’re a polished writer, and can craft compelling and concise prose at the drop of a hat.
- Nothing falls through the cracks. You’re organized and efficient, on top of every follow up.
- You’re highly analytical, able to translate customer feedback into data, customer ideas into product reccs.
- You love talking about women’s health (from periods to IUDs, breast feeding to menopause).
- You have great perseverance and an ironclad work ethic. You roll up your sleeves to do whatever needs to be done.
- You’ve worked at a startup with best-in-class support (bonus: describe what makes it so great!)
- You’re passionate about women’s health and making health information more accessible for women everywhere.

What you’ll do:
- Manage our rapidly growing team of 7 customer experience coordinators
- Set goals and processes for inbound support tickets
- Manage scheduling and ensure coverage
- Document and iterate on all canned responses, processes, and policies
- Work closely with product team to institute proactive support initiatives
- Work closely with product team to build out internal tools to support operational scale
- Help with personal and professional development of customer experience coordinators