Head of Customer Services - Remote

Overview

Winona is a leading telemedicine company providing HRT for women in menopause, with a fully integrated business model that includes technology and pharmacies.

In Short

• Lead and scale a global support organization of ~60 representatives.
• Own strategy, operations, KPIs, and continuous improvement.
• Expert-level proficiency in Intercom is essential.
• Collaborate with Product, Engineering, and Clinical Operations.
• Build a culture of accountability and performance.
• Implement training and QA programs.
• Identify opportunities for automation and efficiency.
• Develop customer service strategy and KPIs.
• Ensure compliance with healthcare regulations.
• Flexible hours and remote work options.

Requirements

• 7–10+ years in customer service leadership roles.
• 3+ years managing large, distributed teams.
• Expertise in Intercom configuration and optimization.
• Strong analytical skills for data interpretation.
• Exceptional communication and leadership abilities.
• Experience in fast-paced environments.
• Collaboration with Product and Engineering is a plus.

Benefits

• Flexible hours.
• Work from anywhere.
• Casual work environment.
• Employee engagement activities.
• Diverse global team.