At Winona, we are looking for a Head of Customer Services to lead and scale our high-performing global customer service organization. You will be responsible for a team of ~60 Patient Services Representatives and Team Leads, owning the overall strategy, operations, KPIs, and continuous improvement to ensure fast, empathetic, and reliable patient support. A key aspect of this role is serving as the company's internal expert on the Intercom platform.
What You'll Do
- Lead, mentor, and develop a global team of ~60 customer service and patient support representatives, team leads, and managers.
- Build a strong culture of accountability, empathy, and performance.
- Own workforce management, scheduling, and staffing strategies to ensure efficient coverage across time zones.
- Implement training, upskilling, and QA programs that elevate team performance and consistency.
- Serve as the Intercom platform owner, responsible for admin configuration, rules, workflows, bots, routing, tagging, macros, and reporting.
- Identify opportunities to automate, streamline, and improve efficiency using Intercom and adjacent tools.
- Partner with Product and Engineering teams to integrate Intercom with internal systems and ensure data accuracy, reliability, and visibility.
- Build dashboards and reporting structures that provide real-time insights into team performance and customer health.
- Develop and own the overall customer service strategy, ensuring service excellence at scale.
- Define and refine KPIs, SLAs, staffing models, escalation frameworks, and service standards.
- Establish and maintain SOPs, playbooks, and QA standards across all support channels (chat, email, phone).
- Ensure compliance with healthcare, privacy, and regulatory requirements.
What We're Looking For
- 7–10+ years of experience in customer service or patient support leadership roles.
- 3+ years managing large, globally distributed teams of 50+ people.
- Expert-level proficiency in Intercom, including admin-level configuration, automation, routing, reporting, and optimization.
- Proven experience developing and scaling KPI-driven support operations.
- Strong analytical skills with the ability to interpret data and guide strategic decision-making.
- Exceptional communication, coaching, and cross-functional leadership abilities.
- Comfort working in a fast-paced, high-growth environment with ambiguity.
Nice to Have
- Experience in tech-enabled services, healthcare, telemedicine, or high-volume support environments.
- Experience collaborating closely with Product and Engineering teams.
Technical Stack
- Intercom
Team & Environment
You will lead a global support organization of ~60 Patient Services Representatives and Team Leads.
Benefits & Compensation
- Flexible hours
- Work wherever you choose
- Fun and casual work environment
- Employee engagement activities and virtual gatherings
Work Mode
This is a global position.
Winona provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification.
