Head of Customer Service

Who We Are & What We DoAt Helix, our mission is simple: to help everyone improve their lives through their DNA.Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics.What Is Special About This RoleEvery 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. You'll partner with AI Ops on the technical work, lead the CS team, and work closely with the Head of Strategy & BizOps to shape where CS goes next. This is a role for someone who balances systems thinking with the people leadership it takes to bring a team through transformation.Key ResponsibilitiesLead 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 automatingBring 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 gapsLead the CS team, setting direction, coaching, and keeping the team delivery-ready through the transformationOwn the knowledge base maintenance model and feedback loop across AI Ops, Product, Clinical, Partner Success, and CommercialBring 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 emergeDefine 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 maturesOwn 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 showsDevelop sharp intuition for what moves each metric, with readiness to experiment when answers aren’t obviousSurface insights to leadership on what's working, what isn't, and where to invest for the most impactAbout You8+ years in customer experience, support, or operations, with hands-on experience leading systems and process transformationA clear understanding of AI in customer service, with a framework for what it should and shouldn’t doPreference for process over headcount, with judgment to know when hiring is the right answerDemonstrated ability to coordinate across teams without direct authority, and surface tradeoffsStrong organizational discipline and people leadership, with comfort leading a manager who owns daily team deliveryUses data and metrics to evaluate performance, communicate what's working, and identify what to improveExcellent communication skills, able to tell a clear story about how the function is doing and flag what matters to leadershipPlusesExperience in healthcare, genomics, or other industries serving patients and providers where service quality directly affects customer outcomesPrior experience with AI in a service or ops contextExperience with HubSpot, Dialpad, or comparable CRM / contact center toolingExperience working across both consumer and partner / B2B2C channelsExpected Interview Process Recruiter Screen 2) Manager Screen/Tech Screen 3) Onsite 4) OfferExpected Pay For This RoleThere are 3 distinct parts to your Helix offer: 1) Base Salary 2) Annual Bonus 3) EquityExpected Helix Base: $110,000 - $135,000Expected Helix Discretionary Annual Bonus: 20% of your annual salaryEquity: 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.Aside from working alongside brilliant, dedicated, passionate, down-to-earth, curious, warm, and thoughtful people, we also provide great benefits:Comprehensive Health Insurance with Date of Hire eligibilityAbove 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 HireComprehensive Well-Being Benefits Flexible PTORemote options for many roles and a home office stipend What You'll AccomplishIn your first 3 months:Built working relationships with the CS Manager, the CS team, AI Ops, and cross-functional stakeholders (Product, Clinical, Partner Success, Commercial)Developed a clear, data-grounded view of current operations (volumes, contact drivers, team performance, gaps) and absorbed the AI transformation plan in motionTested and refined AI-assisted triage and escalation while humans handle customer responsesSet a working rhythm with the CS Manager on how the transformation work connects with daily operationsFormed a strong point of view on where CS needs to go over the next 12 months, grounded in direct observation and developed with the Head of Strategy & BizOpsIn Your First 6 MonthsShipped AI-assisted triage and escalation across all written channels, with first use cases identified for full AI end-to-end resolutionEvolved the knowledge base maintenance model based on actual useBuilt a working voice-of-customer rhythm with ProductPartnered with the Head of Strategy & BizOps on the team structure for where CS is goingDelivered early impact in key metrics (CSAT, AI resolution rate, escalation rate)Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.CompensationThe base pay range for this role is $110,000 – $135,000 per year.