Director of Customer Experience - Healthtech at Fitt

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies. We’re filling this role for a client, A venture-backed healthtech company using a targeted, clinically validated spectrum of UVB light to safely boost natural vitamin D production — addressing deficiency without the risks of sun exposure. JOB DESCRIPTION We are seeking a Director of Customer Experience to build and lead a world-class customer experience function from the ground up. This role will define how we support our customers across device and software, and will be critical in making customer experience a true competitive advantage. This is a builder role - you will design the systems, processes, and team that deliver a premium, responsive, and human-centered experience at scale. THE ROLE - Build and lead the customer service function, including hiring, training, and managing a high-performing team - Define the end-to-end customer support experience across email, phone, chat, and in-app channels - Implement and manage customer service platforms (HubSpot, Shopify, Salesforce) - Design and optimize workflows for support, returns, replacements, and issue resolution - Establish SLAs, quality standards, and performance metrics for the team - Implement modern tools including AI chat, automation, and ticket routing while maintaining a high-touch experience - Partner closely with product, engineering, and operations to resolve issues and improve the customer experience - Develop knowledge bases, self-service tools, and support content - Ensure a seamless experience across hardware (device) and software (app) support - Turn customer feedback into actionable insights to inform product and operational improvements WHO YOU ARE - 7–12+ years of experience in customer service or customer experience leadership - Experience building and scaling customer support teams from early stages - Experience supporting physical products and/or connected devices - Strong familiarity with HubSpot, Shopify, Salesforce, or similar platforms - Experience implementing customer service tooling including chat, phone systems, and automation - Strong operational and process design skills - Customer-first mindset with high standards for quality and responsiveness PREFERRED - Experience in premium consumer products, health tech, or medical devices - Experience supporting both hardware and software (app-based) products - Familiarity with AI-driven customer support tools and modern CX platforms