Head Of Customer Success And Customer Experience

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!

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 Head of Customer Success & Customer Experience, 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.

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