Head of Customer Service
WhitelabelMD
Job Description
White Label MD is a rapidly growing telehealth and digital healthcare platform operating multiple direct-to-consumer brands in hormone optimization, weight loss, longevity medicine, and personalized health.
Our mission is to deliver best-in-class patient experience at scale, combining cutting-edge medicine with technology, AI automation, and world-class customer support.
We currently support tens of thousands of patients nationwide and are scaling quickly across multiple telehealth brands.
The Role
We are seeking an experienced Customer Service Manager / Head of Support who has successfully managed large distributed teams of 200+ customer support agents across onshore and offshore operations.
This role is responsible for building and scaling a high-performance support organization that delivers exceptional patient experiences while maintaining operational efficiency.
You will oversee:
- Workforce management and staffing models
- QA, training, and performance management
- AI and automation implementation
This is a high-impact leadership role with significant growth potential.
Key Responsibilities
Support Operations Leadership
- Manage and scale a 200+ agent support organization
- Oversee both in-house teams and offshore BPO partners
- Ensure consistent service quality across geographies
Performance Management
- Cost per ticket
- Build dashboards and reporting for leadership
Workforce Planning
- Create staffing forecasts and scheduling models
- Optimize agent capacity and coverage across time zones
Process & Systems Optimization
- Ticketing systems (Zendesk / Intercom / Gorgias)
- Chatbots and self-service knowledge bases
- Reduce ticket volume through automation and workflow improvements
Training & Quality Assurance
- Build QA programs to maintain high patient experience standards
- Develop onboarding and training programs for new agents
- Manage BPO relationships in regions such as:
- Ensure SLAs and quality standards are met
Cross-Functional Collaboration
- Partner closely with Clinical teams to continuously improve the patient journey.
Required Experience
Must Have:
- 8+ years managing large-scale customer support operations
- Experience leading 200+ support agents
- Experience managing offshore BPO teams
- Strong experience with telehealth, healthcare, SaaS, or high-volume ecommerce
Operational Expertise In:
- Zendesk / Intercom / Gorgias or similar
- Customer support analytics
- AI support tools and automation
- QA and training programs
Ideal Candidate
- Has scaled support from 50 → 200+ agents
- Thrives in fast-growing startup environments
- Is both data-driven and operationally hands‑on
- Understands how to blend automation with human support
Bonus if you have experience with:
- Telehealth or digital health
- HIPAA-regulated environments
- CRM tools like GoHighLevel or Salesforce
Success Metrics (First 12 Months)
- Reduce response times by 40%+
- Decrease ticket cost by 30%+ through automation
- Build scalable infrastructure to support 3x growth
Why Join Us
- One of the fastest growing telehealth platforms in the U.S.
- Opportunity to lead large global support operations
- Work directly with executive leadership
- Significant growth and equity potential