Customer Operations Lead (gn) @ Health-Tech Venture - London
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Position Overview & Specifications
ABOUT THE VENTURE
Obesity is a global problem, and trillions are spent every year treating the outcomes of obesity. Weight loss is largely considered an aesthetic goal, weight loss treatments are systemically underfunded, and the health costs associated with obesity – including type 2 diabetes – are often ignored. Habitual wants to tackle obesity by treating the cause and helping people lose weight.
The company harnesses innovations in digital therapeutics combined with rigorously validated weight loss tactics to deliver scalable, personalised, and effective treatment for obesity-related health conditions. Habitual's program combines total diet replacement, digital habit change, and virtual social support, and each member of the program is placed in a curated social support group based on a careful analysis of each member’s personality, goals, and habit-building style.
Funding has been used to propel user growth, expand team size, and undertake clinical research trials which have helped Habitual go to market. Further, as the cost of diabetes-related healthcare has been by some estimates predicted to surpass $1 trillion a year by 2025, securing even a small portion of this market could result in future success
YOUR ROLE & RESPONSIBILITIES
- Managing a team of two Customer Operations Associates; and helping them in the day-to-day aspects of customer support and operations
- Working with cross-functional teams to secure and prioritise development and design resource for Customer Operations improvements
- Providing support to patients as they go through their journey with Habitual and gathering qualitative/quantitative data from these experiences, helping us to build a better product (both digital and operational)
- Monitoring the performance data of patients to help assess trends, churn, and retention
- Helping to ensure more of our patients have experiences like those mentioned on our Trustpilot
- Building out onboarding practices, customer-facing processes, and growth initiatives to help us grow without friction
- Being a team player - we're looking for someone who doesn't mind helping out where needed. It's a great way of getting involved in all aspects of the business and deepening your learning of what it takes to build an early-stage startup!
WHAT YOU NEED TO SUCCEED
Managing a team of two Customer Operations Associates, and helping them in the day-to-day aspects of customer support and operations. Working with cross-functional teams to secure and prioritise development and design resource for Customer Operations improvementsProviding support to patients as they go through their journey with Habitual and gathering qualitative/quantitative data from these experiences, helping us to build a better product (both digital and operational). Monitoring the performance data of patients to help assess trends, churn, and retention. Helping to ensure more of our patients have experienced like those mentioned on our TrustpilotBuilding out onboarding practices, customer-facing processes, and growth initiatives to help us grow without friction. Being a team player - we're looking for someone who doesn't mind helping out where needed. It's a great way of getting involved in all aspects of the business and deepening your learning of what it takes to build an early-stage startup!
BENEFITS
- Daily allowance of up to one hour to do something that makes you healthier or happier
- Pension contributions
- Day off for your birthday
- Commuter benefits for those outside of London
- 22 days holiday (excl. bank holidays)
- Work-from-home opportunities + beautiful office in Fitzrovia
- Learning & development budget
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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