Head of Support and Service Experience

Join Wellist: Shape a World-Class Service Experience

At Wellist, we believe that everyone deserves personalized, compassionate support during life’s most challenging moments. We’re looking for a results-oriented leader to help us shape and deliver a world-class service experience. In this pivotal role, you’ll focus 20% on designing exceptional service frameworks and 80% on executing and managing Wellist’s Support Center to ensure every interaction exceeds expectations.

Why This Role Matters
As a key member of the Wellist team, you will ensure our Support Center consistently delivers exceptional experiences that enhance user wellbeing and strengthen client partnerships. You’ll lead a team of Support Specialists in Boston and Patient Ambassadors in Connecticut, driving operational excellence while fostering a culture of care and compassion.

What You’ll Do

1. Experience Design (20%)

• Shape the vision for a best-in-class service experience, leveraging user feedback and market trends to innovate and refine service delivery.
• Develop and document service standards, processes, tools and workflows that enhance personalization and efficiency.
• Collaborate with cross-functional teams to align service design with company goals and client expectations.

1. Direct Execution and Management (80%)

• Work Planning: Manage schedules and assign daily workloads to meet all client commitments with excellence.
• Daily Performance Management: Review team metrics each morning (e.g., answer rates, enrollments) and provide real-time coaching during stand-ups and one-on-ones to ensure continuous improvement.
• Quality Assurance: Monitor calls and in-person Ambassador interactions to uphold high service standards. Regularly review communications for accuracy and alignment with Wellist’s values, providing development plans where needed.
• Resolve User Escalations: Serve as the escalation point for complex user issues, ensuring solutions are delivered with empathy and effectiveness.
• Hands-On Coverage: Step in as needed to provide direct support in the call center or on Ambassador shifts, maintaining seamless service delivery as a player-coach.
• Onboarding and Training: Oversee hiring, onboarding, and training of new team members, supporting team growth as we double in size in the coming year.

What You’ll Bring

• Proven Experience in Early-Stage, High-Growth Environments: You have at least 5 years management experience in a call center/customer support role within a lean, dynamic environment. You understand the unique challenges and opportunities of scaling teams in resource-constrained environments and you are dedicated to delivering exceptional results. Experience managing both in-person and remote teams is a plus.
• Background in Care or Concierge Services: Familiarity with healthcare, employee care, or wellness settings, where high-touch, non-transactional service is the norm.
• Hands-On Leadership Style: A player-coach approach that combines attention to detail with active engagement in day-to-day operations.
• Commitment to Operational Excellence: A focus on results, ensuring user satisfaction, client success, and team accountability.
• Strategic Mindset with Tactical Execution: Ability to balance big-picture service design with hands-on execution and management.

Location:
This role is based full-time in the Back Bay neighborhood of Boston, MA, with up to 8 weeks of travel to client sites in Connecticut.

Why Join Us:
At Wellist, you’ll be part of a mission-driven team committed to making life easier for those we serve. This role offers the opportunity to directly shape the future of our service experience, driving meaningful impact while working alongside passionate colleagues.

If you’re excited about creating exceptional experiences and leading a team to deliver results, we’d love to hear from you! Apply today and help Wellist redefine what it means to serve with care and excellence.