CX Associate at Aios Medical (Remote, US Hours, $21k/yr total comp inc equity)

About Aios Medical

Our overarching mission is to accelerate the mass-market global adoption of consumer biotech products so every human can live at least 100 healthy years.

Our immediate focus is excess bodyweight. We are increasing the global accessibility of GLP-1 medications to accelerate their take-up to help solve obesity worldwide.

To do that, we’re building an AI-powered clinical operating system: ClinicOS. ClinicOS makes it effortless for consumer brands to easily offer direct-to-patient healthcare, globally. We work with external Brand Partners, as well as using this infrastructure to scale our own internal consumer healthcare brands.

Since we launched Fella Health in the US in June 2021, Fella has positioned itself as no-nonsense weight loss for busy bigger guys. Today, we operate multiple brands across the US & UK — our two biggest are Fella Health (US & UK) & Bolt Pharmacy (UK).

Our infrastructure will have served 100 million patients worldwide by 2035. We’ll then use that direct-to-patient infrastructure to serve next-gen biotech products at-scale to increase the proportion of humans living at least 100 healthy years.

In so doing, we’ll become the world’s first trillion dollar healthcare company.

How far along are we?

We’ve grown >1000x since Aug 2021, >200x since Aug 2022, >40x since Aug 2023. We’re serving >20k customers with high NPS. We’re >$50M/yr revenue. We’ve been cashflow positive for >24mo.

We’re a young startup and we’re just getting started. This is still Day 1 and all our work is ahead of us.

We're backed by top healthcare & consumer investors:

• Y Combinator

• Global Founders Capital — backed Facebook, Slack, LinkedIn, Revolut, Rocket Internet

• AngelList Early Stage Fund (backed by Naval Ravikant)

• BrandProject (venture-builder behind 2 unicorns)

• The founders of Indeed, Curative (unicorn), Alan (unicorn), Kaia Health (>$300mil valuation), Vouch Insurance (>$500mil valuation), Not Boring (Packy McCormick)

You can read more about working with us here: Working at Aios Medical https://fella.notion.site/working-at-aios-medical

The Opportunity as CX Associate

Aios is building a world-class, fully remote team. As CX Associate at Aios, you’ll work alongside CX team members and your CX Lead to provide a best-in-class experience for every one of our customers.

You’ll handle a broad spectrum of customer support queries ranging from billing, shipping, and escalation requests to triaging support tickets to the clinician team. You’ll work closely with the Clinic’s prescribing team to ensure their workflow is smooth and they have everything they need to handle triaged medical requests. This role is critical to maintain our customer-obsession at Aios, and puts you in line to grow into a CX leadership role in the company if you nail it.

This role is FTE and fully remote, working either UK (BST) or US hours (EST).

You'll work closely with our CX Leads (Arvee Bondoc, Anton Fernandez, Joy Idica, Diana Jaime, Greggy Sagnip, & Yas Severino), as well as our Head of CX (Jordan Pellikan).

Key Responsibilities

You’ll work under the close guidance of your CX Lead to help provide outstanding support to our customers around the world.

• Medical Assistance: ensure the Clinician team has all the info they need in the EHR (patient info, medical charting, lab uploading) so they can efficiently serve the patient

• Care coordination: help clinicians smoothen any issues with their patients, including booking in sync calls

• Medication: liaise between pharmacies and the clinic to ensure every patient gets their prescription on time, every time

• Customer support: focus on making sure patients are happy with great communication, efficient service and timely support—while you navigate complex workflows on the backend.

• Customer success: Own the customer experience end-to-end, ensuring every patient feels supported, informed, and confident from the very beginning. You can handle their delivery, billing, and provider queries all in one crisp message.

• Calls: be comfortable taking a small volume of phone calls upon customer request to better serve them.

• Productization: You get annoyed when one of your workflows is repetitive and clunky. You wince when a customer experiences a failure on our system. Therefore, you concisely provide feedback in both cases so that the dev team can ship a productized fix and we can provide a better CX.

• Certification: Compliance is key. We partner with top external vendors to maintain HIPAA & GDPR compliance. You complete your required certification courses on time and autonomously with no need for your team lead to badger you.

Need to Have

Operating skills:

• Language: you are fluent in English and can convey key conversational points concisely.

• Complexity: you're highly organized and can complete multiple projects concurrently. You can surf between internal workflows and customer conversations without missing a beat.

• Mindset: you calmly handle uncertainty and rapidly changing situations. You put the patient first, the team second, and yourself third. You take pride in your service to others and maintaining a selfless demeanor.

• Meticulousness: You understand that we’re dealing with protected health information which is a very big deal. You loathe careless mistakes, and take great care to ensure your work is precise and compliant.

• Learning: you're an autodidact with impressive speed and resourcefulness. You regularly teach yourself the skills you need from scratch.

• Intensity: Richie (CEO) is intense. I’m (Jordan) intense. Your CX Lead is intense. You’ll also be intense and revel in making “above and beyond” your new normal.

Work Schedule

• Shift Timing: This position is intense. This is not a time-card role where you do the bare minimum. You may have to work weekends or switch from a US schedule (EST) to a UK schedule (BST) on short notice. Flexibility in scheduling is essential to meet our team's operational needs and support our mission. We have 6th + 7th day paid overtime, increase in base salary for regular weekend shift work (+10% and +20%), and 996 opportunities (12 hours, 6 days per week) with significantly higher pay (+45%).

Nice to Have

Operating skills:

• Experience: you have 2+ years relevant experience, including 1+ year(s) in Care Coordination / Medical Assistance / Medical Billing / Customer Experience / Customer Success / Customer Support.

• Education: you likely have a degree in Nursing, Pharmacy, or something similarly medical related.

• Past: you've been pulled into important problems, taken risks, and excelled in new areas. You've likely created something from nothing, however small.

• Systems: you think in and build out systems. You drive towards automation where possible. You’re comfortable around no-code tools.

Our cultural standards

These are the core cultural standards to which we hold ourselves & our team members at Fella:

We aim to make this your life’s work. This should be the most challenging, most rewarding role of your life. Accordingly, these are the core cultural standards to which we hold ourselves & our team-members:

• Belief in the mission: We will have served 100 million patients by the end of 2035 and we transform the life of most patients who join. We have a lot of work to do. We are obsessed with our patients and are dedicated to the mission.

• Unwavering integrity: We are at the frontier, so we often live in ambiguity with no trodden path. When we can’t look to others for guidance, we must maintain impeccable ethics and unwavering integrity.

• Only the paranoid survive: Bad sh*t is coming. By joining us, you’re choosing to sail straight towards the storms with unhesitating conviction. However much we’ve already done, however far we’ve already come — it’s still Day 1 and all our work is ahead of us.

• If we’re average we fail: We are only interested in “insanely great”, a focus on the quality of our execution that in everyday life would be considered pathological. We have a dedication to excellence and reject incompetence.

• Commitment to candor: That which can be destroyed by the truth should be. You get full transparency from the company and the company expects full transparency from you. We never say anything about someone that we wouldn’t say to them directly. We give feedback with love and do not need to protect people from fleeting physical sensations.

• A maniacal sense of urgency: We execute at an intensity that most people think is impossible. Speed is critical and we need things done yesterday. We all work very hard and in such a competitive world there really is no other way to win.

• Enduring frugality: We are frugal. We hate being wasteful and we are anti-luxury. A culture of cheapness keeps us young. We spend our cash wisely & carefully — in a way that would make our grandmas proud.

• Bulldozing barriers: The world is malleable and we shape it. We truly believe this and act accordingly. We are relentlessly resourceful and are at the mercy of no-one but ourselves. You’ll be shocked how capable you are and how much you can achieve.

• Keep your head down: We’re boring people doing exciting work. We don’t chase short-term status — we ignore short-term dopamine hits and focus on what matters. Outsiders will underestimate us and we revel in that.

• The power of focus: We live in a world of power laws and we cannot overestimate the unimportance of practically everything. Know your One Thing, and nail it.

🎯 “You just build a f*ing amazing experience. Make each step amazing. Make every decision in the long term interest of the customer. Give the customer massively more value than you take.”*

Compensation and Benefits

• Compensation: $21k/yr total comp (salary + equity, inclusive of 13th month)

• Vacation: generous PTO with a yearly minimum (~15 days + local national holidays)

• Remote: our team is fully distributed across the world and functions fully remotely

• Healthcare: comprehensive medical insurance (~$500/yr)

• Personal development: budget for books, courses, coaching ($400/yr)

• Personal wellness: budget for gym, health apps ($400/yr)

• Coaching: Biweekly health coaching (~$400/yr)

• Equipment: Macbook + WFH equipment provided as needed (>$1000)

• What are we missing? We're still early so you get to shape our culture.