Head of Customer Experience
Posted on Thursday, March 30, 2023
Hi! I'm Larissa 👋🏼 Founding Teammate at Rupa. I'm looking for my next superhero.... Head of Customer Experience!🤩
I am looking for a hardworking, almond butter to my jelly who I can team up with to create (& maintain) the best possible customer experience. We are a rapidly growing company who needs a key player to focus in on our Operations & Customer Support teams. I’m looking for someone to take our team from 1 to 100 and create the MOST exceptional experience for our customers and our team.⭐️
Have you always dreamed of leading & growing a fast moving operations & customer facing teams in a field that changes peoples lives? Are you looking for a role where your daily work matters? Have you built and led a customer support team & operations team before and are looking for your next opportunity? Welp. Look no further😎
A note from your future team! 💌
Sabrina Straub - Order Operations Lead
Hi I’m Sabrina! I love love love all things operations and problem solving! I currently have 11 direct reports and oversee the Order Operations team. I am very passionate about finding various solutions for a problem and streamlining alllll the operational workflows!
If I could implement new processes all day I would BUT - I do like to save time for other hobbies like biking and backpacking! On a typical Saturday morning, you can catch me strolling to the local farmer’s market with my mushroom latte and my Chihuahua, Winston! My top three personal values are growth, perseverance, and adventure - I try to live by these everyday!
Tim Cooney - Customer Support Lead
Hi I'm Tim! I'm a Slack fanatic. When I'm not perusing or sharing the latest happenings in our remote office, you can find me spending time with my team. My reports are priority number 1 for me - sometimes to a fault! You can expect (and may even grow to love) the fun Slack emoji and light hearted banter. I never miss a moment to laugh but also know when it’s time to go heads down and GSD! As a true team player I genuinely enjoy collaborating with a thought partner, productive discourse, and soaking in frontline feedback from my team. Outside of work, you can find me cooking simple yet delicious meals, spending time with family, jogging, hiking or taking long walks with my partner, and planning our next trip. Next stop, Hawaii!
Mark Kent - Customer Support Lead
Hi, I'm Mark, leading the Patient Experience Team at Rupa! Previously, I managed revenue teams at startups after acquiring foundational managerial knowledge at Apple. I prioritize team happiness and support their development. While quieter at first, I'm outspoken once I establish a reliable schema of who and what I am working with! I'm passionate about learning, traveling, hiking, and aquatic activities. After work, I enjoy the beach, socializing with confidants, trying new foods, and educational YouTube rabbit holes. My personal goals are to determine where to spend the next chapter of my life and visit the 4 states to complete a tour of the U.S.!
Larissa Spearnak- Head of Customer Operations
This role will report to me & I am the hiring manager- so study up!
I love love love all things operations and problem solving! I have a strong passion for my people and am looking for someone who feels the same! Because I care so deeply for my people I am looking for an A+ player to join me in growing our Customer Experience team 😎
If I could problem solve all day I would BUT- I do save time for other hobbies like: Mountain biking, house plants, hiking, camping, and most importantly, fly fishing!! I work best with 1-2 collaborators and really enjoy creating deep connections with each of my teammates and reports. I am an 8 (challenger) on the enneagram and love to question things and find the weak points to make sure its the best decision. I strongly value ship it over perfecting it. My top three personal values are growth, curiosity, and adventure- I try to live by these everyday! *This role would replace my current responsibilities as I transition into a new role at Rupa
👋 Does this sound like you?! ⬇️
At LEAST 5+ years work experience (must have lead, built or scaled a customer facing operations or CS team before): You've built and lead a customer facing team & operational team while establishing best practices, policies, and standard operating procedures. You have managed managers and know how to empower your people. Customer-first mentality and a first-principle-thinking approach to innovate in delivering world class customer experience. Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies.
Amazing Coach & Loves Their People: Inspire your team to do the best work of their life on a daily basis. Coach, motivate, and empower the team to meet and exceed daily, monthly, and quarterly targets by providing ongoing performance feedback & support. Empower team members with a focus on personal and professional development while managing Rupa business needs.
Chemistry: Work cross functionally to identify and implement initiatives to help scale the business. I will be working VERY closely with this role! Are you a collaborator, open minded, high energy, and team player? If so, we will get along just fine:) This role, by its nature, is cross-functional and you'll spend a lot of time working with both external and internal (product, operations, design, engineering) counterparts.
Navigating Through Change & Scalability: Use data to identify and implement initiatives that will drive better outcomes for our team and customers. This is a fast-moving, early-stage company and we adapt our priorities to resource constraints and market needs. You'll need to be open to learning new things, getting things wrong in smart ways, and rapidly iterating. We need a leader who has demonstrated adaptability, resilience, and leading others through change. You will be the chief problem solver for your team. You don't bring problems to the table you bring solutions. You are able to scale a team & have before. You can scale systems & people in your sleep.
You like to get in the Weeds: You see the need for managers to experience the work of their employees and you love doing so! From the ground up, you are able to understand the comprehensive experience we strive to provide and understand where you and your team fit in. You see what needs to be done and you take action while bringing your team along for the ride. Experience working in other early-stage tech startups is a plus! No Egos allowed! I am a strong believer in leaving your ego at the door. You must be able & excited to get on the ground floor to answer tickets, work together with your reports, and collaborate with your manager (ME!- Larissa).
Data Mindset: You use data to make educated decisions. You know how to collect customer needs from support teams and how to work with Engineering, Product & Design to communicate these customer needs.
A passion for functional medicine and creating the infrastructure for the future of healthcare.
Learn a bit more about Rupa Health🦄
Rupa makes lab testing simple. We turn an archaic 15 hour-a-week process into a delightful 15 min task for doctors, nurses, and even acupuncturists ordering lab testing for their patients.
Lab testing is the key to a more personalized and holistic approach to medicine, and Rupa is paving the way with critical infrastructure for this next generation of healthcare. Through Rupa, practitioners can order testing not available through the average hospital, such as DNA testing, microbiome testing, advanced fertility and hormone testing, and more.
This comprehensive and personalized approach to healthcare is the missing piece for the millions of people suffering from complex, chronic health conditions. Rather than band-aid solutions, our providers strive to understand, diagnose, and treat the root cause of people’s health issues. At Rupa, we are building the infrastructure to make this root-cause approach the standard of care for every person on the planet. 🌎
Culture is super important to us - we're a close-knit team of friends who are looking for a smart, energetic, hardworking and driven person to join us!
We’re committed to a diverse and inclusive workplace. Rupa Health is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
See more open positions at Rupa Health
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