Customer Excellence & Operations Lead

Role Overview InoHealth is building the customer side of a preventive health platform — and this role owns it entirely. You will build and own the customer excellence function from scratch: support infrastructure, onboarding programs, training systems, and the operational frameworks that deliver exceptional outcomes at scale. This is a builder-operator role: you design the architecture and run it yourself. The builder and the operator are the same person, and that dual-mode will persist well beyond the build phase — this is a role for someone who finds energy in both. InoHealth serves HCPs, corporate clients, and health insurance companies — with hospitals on the near-term horizon. You will design tiered engagement models that scale across all segments without proportional headcount growth, own retention and account health across the portfolio, and build the outsourced support layer as volumes increase. This role has a clear path toward team leadership as the company grows. Responsibilities Support infrastructure and operations Personally architect, configure, and launch the full support stack — you own the tools end-to-end: Jira routing, Intercom, CRM, knowledge base, SLA definitions, escalation logic, and AI-assisted triage. Configure Jira workflows to route bugs, product feedback, and data queries to Product, Engineering, and Data Science — with full traceability and closure loops. Integrate Instabug or equivalent in-app feedback into the support pipeline for automated capture and routing. Build AI-augmented workflows to absorb insurance-driven ticket volume without linear headcount growth. Own the full KPI cycle hands-on: set definitions, build dashboards, pull numbers, and investigate anomalies yourself — you are the first person reviewing the queue when CSAT drops or resolution times spike. Translate that ground-level analysis into structured, insight-driven leadership reporting. Track account health, proactively identify at-risk segments, and own retention an