About the role

About the role:
Measured is seeking a dynamic Customer Experience Lead to work with a team of Customer Experience Associates in providing exceptional service to our telehealth patients. The ideal candidate will be an experienced leader who excels in problem-solving, has a background in remote work settings, and possesses a passion for helping others achieve their weight loss goals.

Company: Measured | Modern Weight Loss | trymeasured.com

What You'll Do:
Lead and manage a team of Customer Experience Associates, providing guidance, support, and performance feedback

Oversee the resolution of emails and chats from patients, ensuring accurate documentation of relevant information
Develop and implement a feedback loop and processes between customers, the medical team, health coaches, and the care team to enhance the customer experience
Identify and recommend updates based on customer feedback related to products, FAQs, services, and more
Ensure the team meets established SLA’s and other performance goals
This is a full-time, contract role at $7.50 per hour during normal US business hours (9-5 EST). Flexibility to work one weekend day

About You:

Multiple years of experience in a customer support role for US companies, with demonstrated leadership capabilities.
Proven ability to support a complex service.
Strong communication skills – writing, typing, and phone.
Highly organized and detail-oriented.
Experience with Helpscout or similar ticketing systems.
Nursing background or healthcare experience is a plus.

How to Apply

Please include a unique video introduction (1-2 minutes) explaining why you want to work in telehealth and why your background aligns with this role.
Provide a brief written explanation of the hardest problem you've solved for a customer. Include the company you were working for and your role at the time.

About Measured

Measured is a telemedicine platform on a mission to make healthcare more accessible and affordable. We believe in a future where anyone suffering from chronic illness can access a world-class specialist within hours, not days, and via the comfort of their home.

Our first and flagship product is centered around obesity, which impacts over 100 million adults in the United States alone. We take an evidence-based approach to weight loss that is medically supervised and combines:

Prescription weight loss medication delivered by providers trained in obesity, as well as lab tests and monthly check-ins.
A tailored health plan that includes healthy recipes, customizable meal plans, educational courses, weekly goals and a number of tracking tools.
1:1 coaching sessions by Registered Dietitians.
Assistance in getting insurance to cover any medication costs you might incur.

We're well funded and backed by Y Combinator and several other top-tier investors. We've got plenty of runway and are laser focused on building the future of telemedicine, where technology/AI allows specialists to scale their services to thousands of patients instead of dozens.

We're looking for teammates who are interested in being early players and helping shape company culture. We care deeply about a culture that is inclusive and equitable for people of all backgrounds and experiences. If you do not fit this exact description but feel strongly about us and this role, please reach out regardless.