Head of Customer Service

Helix is transforming healthcare by making genomics a standard of care. The Head of Customer Service will lead the AI transformation of the customer service team, partnering with various departments to enhance service delivery and ensure a seamless integration of AI into customer interactions.

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
• Bring the voice of the customer into Product prioritization, and 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
• 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