Head of Customer Service

About the role

Every day, patients, providers, and partners come to Helix at moments that matter, like a patient signing up for a research study, a provider with a clinical question, or a partner organization launching a program at scale. Researchers are becoming a part of this picture too, leaning on our clinicogenomic database to advance scientific discovery. Helix is reshaping customer service into an AI-augmented operating model and the Head of Customer Service is the person driving this build forward.

Key Responsibilities

• Lead the AI transformation of the team, partnering with internal AI Ops engineers on the technical build and defining what the system should do and what’s worth automating
• Bring a strong point of view on where CS needs to go, partnering closely with the Head of Strategy & BizOps on direction, team structure, and capability gaps
• Lead the CS team, setting direction, coaching, and keeping the team delivery-ready through the transformation
• Own the knowledge base maintenance model and feedback loop across AI Ops, Product, Clinical, Partner Success, and Commercial
• Partner with Sales and Marketing to establish clear service expectations for new types of inquiries as they emerge
• Define and codify the "never automate" ruleset (high-distress moments, clinical queries, enterprise escalations, and other contacts where human judgment must lead), revisiting as the system matures
• Own the metrics that tell the story (CSAT, AI resolution rate, escalation rate, first-contact resolution, first response time) and the weekly reviews where the team acts on what the data shows
• Develop sharp intuition for what moves each metric, with readiness to experiment when answers aren’t obvious
• Surface insights to leadership on what's working, what isn't, and where to invest for the most impact

Requirements

8+ years in customer experience, support, or operations, with hands-on experience leading systems and process transformation

A clear understanding of AI in customer service, with a framework for what it should and shouldn’t do

Preference for process over headcount, with judgment to know when hiring is the right answer

Demonstrated ability to coordinate across teams without direct authority, and surface tradeoffs

Strong organizational discipline and people leadership, with comfort leading a manager who owns daily team delivery

Uses data and metrics to evaluate performance, communicate what's working, and identify what to improve

Excellent communication skills, able to tell a clear story about how the function is doing and flag what matters to leadership

Pluses

• Experience in healthcare, genomics, or other industries serving patients and providers where service quality directly affects customer outcomes
• Prior experience with AI in a service or ops context
• Experience with HubSpot, Dialpad, or comparable CRM / contact center tooling
• Experience working across both consumer and partner / B2B2C channels

Benefits

• Comprehensive Health Insurance with Date of Hire eligibility
• Above average employer paid premium coverage 12 weeks Helix Paid Parental Leave option
• 401(k) with employer matching of up to 3% and 100% Vesting on the Date of Hire
• Comprehensive Well-Being Benefits
• Flexible PTORemote options for many roles and a home office stipend

Pay

• Base Salary: $110,000 - $135,000 per year
• Annual Bonus: 20% of your annual salary
• Equity: We offer generous equity at Helix. If you receive a Helix offer your recruiter will book dedicated time with you to educate you on our equity model.