Ness Hiring for Head of Customer Experience at New York, NY Full Time

Ness is an early-stage, remote-first startup at the unique intersection of fintech and healthcare. We’re on a mission to build a world where everyone can afford to be healthy.

We’re a seed stage company funded by some of the most iconic operators and entrepreneurs in the space (e.g., Sweetgreen, Headspace, One Medical, Thrive Market).

Started by the former CEO & Founder of Greatist (acquired by Healthline in 2019), we’re building an AmEx-like credit card for health. We’ve got enormous ambitions to flip healthcare on its head through an alternative to health insurance that rewards consumers for the right behaviors and brings down the cost of healthcare.

tl;dr: We’re an early-stage startup hiring a Head of Customer Experience to build and scale our world-class customer experience at Ness. This position is fully remote, but US-time zones only, please! We’re on an ambitious mission to build a world where everyone can afford to be healthy. More details about us, the role, and the interview process are below.

Base comp $150k-$185k, dependent on experience

Meaningful equity and benefits—see our Callings page for more details

What Impact You Can Make

Generally, we’re looking for someone who has a track record of building amazing customer experience teams, being responsible for the entire delivery of customer support, and collaborating as a key partner to cross-functional leaders—and wants to do it again, better, at Ness.

Ultimately, you will be the connective tissue between customers and the rest of the organization, building and delivering on a key differentiator at Ness.

Our Core Values

We aren’t a family, we’re an incredible team. A super team that does things differently… At Ness, our core values are the source of our POWER.

Pencil It In

We move fast, try new things fearlessly, think differently, and learn from our mistakes.

One Ness

We’re all on the same team, give regular feedback, have short memories, plus can “disagree and commit.”

Work Crispy

We value clear, rigorous thought, and we’re always prepared.

Embrace Your Mythical Creature

Our differences make us special. Come as you are (but no trolls, please!)

Right Way To Win (Not The Easy Way)

We believe in doing well AND doing good.

You May Be The Ideal Candidate If…

If you don’t meet 100% of the below qualifications, you should still seriously consider applying. We take a holistic approach to evaluating talent for our team.

• You have 5+ years of CX experience, including 3+ years creating, operationalizing, and executing CX strategy.

• You have experience in fintech, financial services, healthcare, or another highly regulated environment.

• You’re self-motivated and excited to roll up your sleeves, learn in an exciting startup environment, and take on new responsibilities as Ness grows.

• You’re passionate about building a world-class, value-driving customer experience team (vs. managing a cost center) and understand how to fully leverage different support mediums (phone, email, chat, etc).

• You’re an empathetic, people-first leader who understands the value of regularly providing clear feedback and investing your time in developing + empowering employees.

• You leverage your analytical expertise to identify trends, make sound decisions, and create solutions.

• You dynamically prioritize and approach problems holistically, balancing the big picture with a focus on the fine details when needed.

• You own and drive projects end to end with strong judgment, organization, and cross-functional collaboration.

• Your written and verbal communication skills are outstanding—you’re able to tailor your approach to the recipient, whether reporting to senior leadership or problem-solving with your team.

• You have a track record of leading operational change that includes hitting operational targets and metrics.

Things You Might Do…

Ness is an early-stage startup, which means that change is constant! These are items this role will be responsible for at first, but know that this will evolve over time:

• Build, scale, and play a hands-on role in supporting a high-functioning remote team—including hiring, onboarding, and developing future Nessies (that’s what we call our teammates!)

• Ensure all policies, procedures, and monitoring are in place to deliver the highest standards of compliance as a financial product—plus, ensure the CX team understands and follows all objectives, performance standards, and policies

• Own the customer interaction strategy and roadmap, building a streamlined customer experience across all teams at Ness

• Set and achieve calculated targets to ensure not only operational excellence and efficiency but also industry-leading NPS ratings

• Forecast customer volumes, ensure proper staffing, and manage the team budget

• Act as a strategic partner to the leadership team in product development and growth decisions aimed at building brand loyalty

• Closely collaborate with the Engineering, Product, Design, and Growth teams to surface trends in customer feedback, execute initiatives that drive business goals, and conduct research to learn more about customer behavior and preferences

How We Hire

First, we don’t discriminate. We know from experience a more diverse and inclusive team leads to bigger impact and success.

1. First Hello

You’ll talk to one of our recruiting partners for 15 minutes over the phone. There’s nothing to prepare in advance.

First, we want to figure out if you’ve got the right experience for this position and if working at Ness is a fit for you and us. We’ll have reviewed your application and resume in detail, and we’ll save a few minutes to answer your top questions!

2. A Deeper Dive

You’ll follow up with our Operations leader for a 45-minute Zoom call that will be mostly a “behavioral” interview focused on what you’ve done before. We want to build conviction you’ll succeed in this job the same way you’ve succeeded in the past.

Then, you’ll have time to ask more in-depth questions of us too.

3. Take-Home

After this, we’ll send you a take-home project, similar to what would be expected of you at Ness, to get a sense of how you think and communicate!

Why? Well, we believe communication skills are key for leaders in a remote-first company—and want a chance to see you share your expertise. We’ll share more details about this when we get there!

You’ll have 3 days to complete the take-home and send it back to us, and then we’ll take the opportunity to review it.

4. Meet the Team

You’ll talk to Nessies from some cross-functional teams on a 45-minute Zoom call, as well as our Founder & CEO, Derek, on a 30-minute video call. (These meetings will most likely happen on separate days.)

Here, we want to explore if we’re a good fit for each other. We will have reviewed your application, take-home, and any prior meeting notes in detail, so the discussion will be focused mostly on what brings out the best in you and what’s next. We want to be confident Ness can offer the environment (culture, responsibility, org structure, etc…) that’s led you to the most professional success so far.

You’ll have time to ask questions, too!

5. References

Oh—and, with your help, we’ll reach out to folks you’ve worked with in the past. We’re usually pretty far along here, so this is mostly about learning from outside perspectives about how to manage and empower you best.

If relevant, we might have you also meet some other folks on the team. This can be a great opportunity to get a better feel for us and for us to get a better feel for you!

6. The Job Offer

Got this far? That means you’re in. Expect a personal call and welcome to the team!

The position of Customer Experience Lead is classified as an M4 Customer Experience Manager under Ness’ leveling framework. Should an offer of employment be extended, the official title for this position will be M4 Customer Experience Manager per Ness’ leveling framework. We’ll be sure to touch on this during the interview process!

No recruiters or agencies, please. Thanks!

Please be aware of fake job offers coming from people claiming to be Ness Well, Inc. employees. Ness employees and/or our recruiters will never ask you for money or personal information like bank account numbers, and will always ask for a phone call or video call as the first step in our hiring process.