Aios Medical (Fella Health)

About the Company

Our overarching mission is to accelerate the mass-market adoption of consumer biotech products so every human can live at least 100 healthy years. Our immediate focus is excess bodyweight. We are accelerating the take-up of GLP-1 medications by increasing their accessibility to help solve obesity worldwide. To do that, we’re building an AI-powered clinical operating system: ClinicOS. ClinicOS makes it effortless for consumer brands to easily offer direct-to-patient healthcare, globally. We work with external Brand Partners, as well as using this infrastructure to scale our own internal consumer healthcare brands (e.g. Fella Health). Since we launched Fella Health in the US in June 2021, Fella has positioned itself as no-nonsense weight loss for busy bigger guys. Today, we operate multiple brands across the US & UK — our two biggest are Fella Health (US & UK) & Bolt Pharmacy (UK). Our infrastructure will have served 100 million patients worldwide by 2035. We’ll then use that direct-to-patient infrastructure to serve next-gen biotech products at-scale to increase the proportion of humans living at least 100 healthy years. In so doing, we’ll become the world’s first trillion dollar healthcare company. Backed by Y Combinator, Global Founders Capital, AngelList Quant Fund, and the founders of: Indeed, Curative, Alan, Kaia Health, Vouch Insurance, Not Boring. Inspired by our founder's 6-year secret battle with binge eating disorder 2013-2019.

Listed Jobs

Company Name

Aios Medical (Fella Health)

Job Title

Head of Customer Experience at Aios Medical — Remote, $125k-$225k/yr + 0.2%-0.6%

Job Description

**Job Title:** Head of Customer Experience **Role Summary:** Lead end-to-end customer experience for post-purchase interactions, scaling teams and systems to maintain high service quality during rapid global expansion. **Expectations:** - Scale customer base to 350K monthly patients by 2026 while sustaining high NPS/CSAT scores. - Eliminate team bloat by automating repetitive CX tasks via AI and precise tooling. - Ownership of post-purchase CX metrics (SLA, response time, retention) and cross-functional alignment with product/engineering. - Deliver high-performance team culture with clear roles, rapid onboarding, and metrics-driven accountability. **Key Responsibilities:** - Own all customer-facing post-purchase operations, including support, retention, and issue resolution. - Design and implement AI-driven automation to streamline workflows and reduce manual efforts. - Monitor and optimize CX metrics (NPS, CSAT, SLA, response time) with rapid feedback integration. - Collaborate with CX team leads to forecast capacity, onboard top talent, and align role clarity. - Partner with Product, Engineering, and Operational Leadership to refine tooling, processes, and training. **Required Skills:** - Proven leadership in scaling customer experience teams for high-growth healthcare/tech companies. - Expertise in AI automation, process optimization, and data-driven service quality improvements. - Strong cross-functional collaboration with product/engineering to build scalable systems. - Analytical mindset to identify CX bottlenecks and implement measurable improvements. - Ability to establish and uphold high operational standards (SLAs, quality control, performance benchmarks). **Required Education & Certifications:** - Bachelor’s degree in Business, Operations, or related field. - Demonstrated success in senior CX management roles. - Experience with AI/automation tools (e.g., CRM systems, AI chatbots, workflow automation platforms). - Preferred: Certification in Customer Experience Management or AI-driven operational frameworks.

United kingdom

Remote

22-01-2026