At FuturHealth, we’re on a mission to create a product where every individual feels inspired and empowered to confidently take charge of their wellbeing. We believe in and are dedicated to offering personalized and holistic approaches to combat health concerns.

Operating at the intersection of health and technology, we provide a comprehensive range of services, including telemedicine, personalized nutrition plans, medication delivery, and insurance solutions. We believe that wellbeing is deeply personal, and the path to becoming the best version of yourself is paved with progress, not perfection. Our central focus is on utilizing scientifically-proven prescriptions and telehealth initiatives to tackle obesity head-on.

The CX Operations Analyst will play a pivotal role in supporting the efficiency and effectiveness of our customer service operations teams. This individual will be responsible for managing a quality analysis program, driving self-service and automation initiatives, tracking and comparing performance metrics, and assisting with various operational projects.

Responsibilities

Customer Support Quality Program: Design, implement and manage a comprehensive agent quality assurance program for all customer interactions. Monitor and evaluate interactions, identifying areas for improvement in communications, tone, empathy and issue resolution. Self-Service Platform Management: Oversee the management and optimization of self-service tools, including knowledge bases, help centers, chatbots, and IVR systems. Continuously assess and improve the functionality and usability of these platforms to meet customer needs.

Performance Analytics: Analyze key performance indicators such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and Customer Sentiment. Provide actionable insights to senior management and operational teams.
Audit & Compliance: Ensure adherence to company policies, procedures, and quality standards across all customer service channels. Perform regular audits to ensure compliance.
Reporting: Provide regular reports and updates on quality and self service performance, customer satisfaction trends, and opportunities for improvement to senior management.

It’s a perfect match if you have:

2+ years experience in customer experience, operations, quality or self-service operations
Experience with CRM systems, customer service software, and knowledge base platforms
Experience in developing and implementing reporting and change management programs, such as quality and voice of the customer trends
Familiarity with contact center technology and analytics tools
Ability to analyze complex data sets, identify trends, and draw actionable insights
Understanding of contact center metrics, KPIs, and best practices

Nice to have:

Experience in early stage, high growth startups is a plus
Experience in healthcare and the wellness industry

Additional Company Info

Founded by a team with a proven track record of delivering exceptional experiences to over 25 million consumers, they began by revolutionizing personalized nutrition through an intuitive mobile app that adapts meal plans to individual metabolisms and preferences. With seamless integrations with food services and a thriving community of like-minded individuals, the formation of FuturHealth began to further empower people on their health journey.

Securing Series Seed Funding in December 2023, FuturHealth is backed by Corazon Capital, Oversubscribed Ventures, and InterAlpen Partners and already achieved unprecedented revenue growth of 600% from Q4 2023 to Q1 2024; we are also proud to be maintaining this impressive momentum. We are currently seeking visionary people to join us in our journey to revolutionize healthcare and empower individuals to lead healthier lives. If you are passionate about making a meaningful impact and driving innovation in the health and wellness and technology space, we invite you to explore opportunities and be a part of the future of healthcare.

What we can offer:

A comprehensive and generous total rewards package
Health and Dental Insurance coverage
Fully remote work policy
Unlimited Paid time offAuthentic startup exposure
Enabling direct impact on our expanding venture
Embrace a culture valuing autonomy and accountability, where success is result-driven

Note: Benefits and compensation listed may vary based on the country of your employment and the nature of your employment with Futurhealth.