Head of Customer Service

1 month ago

San Francisco, United States Rupa Full time

**Head of Customer Service**

San Francisco or Remote / Operations / Full-time **???? A little about Rupa - The future is personalized, root-cause healthcare.**

makes lab testing simple. We turn an archaic 15 hour-a-week process into a delightful 15 min task for doctors, nurses, and even acupuncturists ordering lab testing for their patients.

Lab testing is the key to a more personalized and holistic approach to medicine, and Rupa is paving the way with critical infrastructure for this next generation of healthcare. Through Rupa, practitioners can order testing not available through the average hospital, such as DNA testing, microbiome testing, advanced fertility and hormone testing, and more.

This comprehensive and personalized approach to healthcare is the missing piece for the millions of people suffering from complex, chronic health conditions. Rather than band-aid solutions, our providers strive to understand, diagnose, and treat the root cause of peoples health issues. At Rupa, we are building the infrastructure to make this root-cause approach the standard of care for every person on the planet. ????

Starting with lab testing, Rupa is bringing tools and resources to trailblazing practitioners who are practicing medicine in a way that truly helps people get well.

**???? Our Supporters - We're grateful to be backed by world class investors and advisors.**

Were backed by and work closely with our world class investors:First Round Capital, Floodgate (Mike Maples), SV Angel (Ron Conway), Lachy Groom, Trae Vassallo (Defy), healthcare domain experts, former founders with successful exits, the product brains behind Gmail, Facebook newsfeed, Dropbox, and more.

Were also fortunate to be advised by the best in the industry, including the Head of Health and co-founder of IDEO, the co-founder of Honor HomeCare, domain experts with backgrounds from Harvard, Stanford, MIT, Johns Hopkins, and more.

Weve been growing like crazy over the past year, with rapid month-over-month growth. To help fuel this rapid growth weve recently closed a round from First Round Capital, one of the top venture capital firms in the world.

Weve been growing rapidly this year and to support this growth were looking for a Head of Customer Service who can join us on this journey.

**???? The Opportunity - A day in the life of the Head of Customer Service at Rupa.**

Medical practitioners use Rupa to order tests to diagnose and provide care for their patients. Rupa ensures that the entire lab test lifecycle is completed flawlessly, from order fulfillment, completion, and tracking through to communication of test results, and we address any issues or questions that come up along the way. This role is at the nexus of our ecosystem, touching practitioners, patients, and our lab partners. We're looking for a detail-oriented, efficiency-minded, empathetic leader to helm our customer service team. **You'll lead a team of specialists who are the front line of our interactions with our customers and your responsibilities will include:**

+ Hiring, training, and scaling the team: designing the hiring process and team composition/responsibilities, training training the team on the product, our partners, our processes, and best practices, and performance managing as needed.

+ Working closely with the product, operations, and partnerships teams to improve internal and external product and operational components of the customer experience. Bad experiences can come from a number of places, and you'll have a critical role in root causing them and helping us devise solutions

+ Defining, tracking, and communicating core operating metrics, team performance, and SLAs

+ **4-6 years of customer service management experience.** You've build and led customer service teams, established best practices, policies, and standard operating procedures. You know what it takes to deliver above-and-beyond experiences that turn potential detractors into avid fans.

+ **Leadership ability**: customer service is often the front line of communicating with our customers, so your ability to inspire, guide, and lead is going to be critical to the company's success

+ **Exceptional communication skills**: this role, by its nature, is cross-functional and you'll spend a lot of time working with both external and internal (product, operations, design, engineering) counterparts. Also, our customer service team is remote so written and visual communication will be critical to getting everyone on the same page and ensuring a uniformly high quality of service

+ **Detail-oriented**: you know how much the little things matter to customers and pay attention to even the smallest details that make the difference between a so-so experience and real surprise and delight.

+ **Data proficient**: data helps us understand if we're moving in the right direction, so you should be able to not just get data but define what metrics matter and, more importantly, which ones don't

+ **Growth mindset**: this is a fast-moving, early-stage company and we adapt our priorities to resource constraints and market needs. You'll need to be open to learning new things, getting things wrong in smart ways, and rapidly iterating.

+ **Experience working in other early-stage tech startups**, especially in helping build and grow customer service teams You've seen the pitfalls and know how to avoid them.

+ **A passion for functional medicine and creating the infrastructure for the future of healthcare.**

**???? Our Rupa Team - The best part of this whole journey**

Youll be joining our all-star core team who have 10+ years experience in the space, have won awards for their biotech research, worked hands on with chronically ill patients, built multiple multi-billion-dollar companies, and much more. The core team comes from Stanford, Wharton, Y Combinator, Parsley Health, Lululemon, Everlywell, Square, Forward, and more. We each have very personal reasons for wanting to transform this space. Weve experienced firsthand the impact personalized medicine can have and are committed to this cause.

Beyond our collective excitement for the space, were a super close team who values personal development, being active, growth mindsets, a great sense of humor, and a healthy balance of optimism and realism. We work hard, care about each other, and have a ton of fun. ????

If this sounds like you, were stoked to meet you P.S.

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