Job Specifications
About Aios Medical
Our overarching mission is to accelerate the mass-market global 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 global 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.
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) and 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.
How far along are we?
We’ve grown >1000x since Aug 2021, >200x since Aug 2022, >40x since Aug 2023. We’re serving >40k customers with high NPS. We’re >$50M/yr revenue. We’ve been cashflow positive for >24mo.
We’re a young startup and we’re just getting started. This is still Day 1 and all our work is ahead of us.
We're backed by top healthcare & consumer investors:
Y Combinator
Global Founders Capital — backed Facebook, Slack, LinkedIn, Revolut, Rocket Internet
AngelList Early Stage Fund (backed by Naval Ravikant)
BrandProject (venture-builder behind 2 unicorns)
The founders of Indeed, Curative (unicorn), Alan (unicorn), Kaia Health (>$300mil valuation), Vouch Insurance (>$500mil valuation), Not Boring (Packy McCormick)
You can read more about working with us here: Working at Aios Medical https://fella.notion.site/working-at-aios-medical
The opportunity as Head of Customer Experience
We’re building a world-class team.
As Head of Customer Experience at Aios Medical, your fundamental role is to delight customers with “insanely great" service through a near-pathological obsession with CX
We’re going to ~10x our global customer base in 2026 to ~350k/mo patients, and we need to keep quality painfully high without team bloat.
You’ll run all our customer-facing teams after a customer has purchased. Every action taken by each member of your team increases customer satisfaction and, by default, customer retention.
You’re accountable for the entire system that powers how we communicate with customers. You’ll treat AI as a force multiplier: every repetitive task should be automated, every interaction supported by precise tooling, and no time wasted on busy work. Quality remains painfully high.
You’ll run a 7-day operating rhythm with maniacally high standards: tight SLAs, increasingly faster reply times, and impeccable quality control. You’ll watch NPS and CSAT obsessively, spotting patterns early and turning feedback into immediate improvements.
You’ll work with your CX Team Leads to map capacity requirements, then bring in extraordinary A+ talent who are onboarded rapidly & effectively. You’ll clearly define roles and constantly have your finger on the pulse of both individual & area performance. You’ll ensure our vibes are immaculate & everyone is doing the best work of their life.
If you nail this role, you’ll be a great candidate for a future VP Ops.
This is a full-time, fully remote role, and you’ll work mostly async in the timezone of your choice — as long as you’re around until midday Pacific Time every weekday. You’ll have flex in your calendar for kids if you have them — many of our team have kids so we’re kid-friendly.
This is a senior role. You’ll report directly to our International GM (Jordan Pellikan) with close CEO oversight from me :) (Richie, our CEO). We’re intense, so you’ll also be intense.
You’ll also work closely with our Head of Product (Ben Dowdle), VP Engineering (Gzim Helshani) Lead US Clinician (Lane Thaut), UK Pharmacy Lead (Saim Dalvi), and Chief of Staff (Joey Gracek).
Key responsibilities
“You should take extraordinary measures to make users happy. Your users should feel that signing up with you was one of the best choices they ever made. And you in turn should be racking your brains to think of new ways to delight them.”
Teams: You’ll run our CX team. If a paying customer has an interaction with one of our team-members, that’s on you.
Systems
Scale: You hate unnecessary team bloat. You’ll work with product & engineering to guide automations and oversee processes & training so we can rapidly scale with high customer love & retention. You systematically review your team’s workflows to constantly be automating as much as you can.
AI: We welcome the AI
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, ...
Know more