Head of Customer Services

An independent, not-for-profit healthcare system, Winona Health is nationally recognized for being technologically advanced in delivering personalized, high quality care. Founded in 1894, Winona Health is a testament to the community's longstanding commitment to keeping healthcare local. Approximately 1,100 employees including 90 physicians and associate providers plus 400 volunteers dedicate themselves to our mission: Winona Health is devoted to improving the health and wellbeing of our community. Our ongoing commitment to providing a broad scope of healthcare services so community members can stay close to home is evidenced in our investment in diagnostic technology and the expertise of the physicians we've recruited in areas such as orthopedic, maxillofacial, plastic, cosmetic and reconstructive surgery. Healthcare providers often note that they chose Winona Health because of the services and technology available here and because we are a community-focused organization. That, combined with the region's beauty and cultural and recreational opportunities makes Winona Health an easy choice when deciding where to practice. Other organizations may offer one of those advantages, but we offer them all. Services We provide comprehensive healthcare services for individuals through all stages of life. • Primary care clinics in Winona and Rushford, MM • A 99-bed hospital with medical/surgical services, ICU, labor and delivery and mental health services • Specialty services including: women's health; ophthalmology; podiatry; orthopedics and sports medicine; general surgery; and maxillofacial, plastic, cosmetic and reconstructive surgery • Accredited cancer care program• Senior services including: Senior Living at Watkins (assisted living); Lake Winona Manor (adjacent to the hospital and clinic for long-term and transitional care); Roger Metz and Adith Miller Manor (assisted living memory care residences) • Palliative care and hospice services

Winona, a leading telemedicine company providing HRT for women in menopause, is seeking a seasoned Head of Customer Services to lead a high-performing global support organization of approximately 60 Patient Services Representatives and Team Leads. The role involves owning strategy, operations, KPIs, and continuous improvement to ensure fast, empathetic, and reliable support for patients. The candidate must have a deep understanding of Intercom, including workflows, automation, ticketing, and reporting, to drive efficiency. Responsibilities include leading and developing the support team, managing workforce and scheduling, implementing training and QA programs, serving as the Intercom platform owner, automating processes, integrating systems, building dashboards, and developing support strategies. The role requires experience in customer service or patient support leadership, proficiency in Intercom, and the ability to develop KPI-driven support operations. The position offers flexible hours, remote work, a casual environment, and engagement activities. The company emphasizes diversity, equal opportunity, and compliance with healthcare regulations.

Lead and scale a global customer support team in a telemedicine company, focusing on strategy, operations, and efficiency.

United States

Winona, a leading telemedicine company providing HRT for women in menopause, is seeking a seasoned Head of Customer Services to lead a high-performing global support organization of approximately 60 Patient Services Representatives and Team Leads. The role involves owning strategy, operations, KPIs, and continuous improvement to ensure fast, empathetic, and reliable support for patients. The candidate must have a deep understanding of Intercom, including workflows, automation, ticketing, and reporting, to drive efficiency. Responsibilities include leading and developing the support team, managing workforce and scheduling, implementing training and QA programs, serving as the Intercom platform owner, automating processes, integrating systems, building dashboards, and developing support strategies. The role requires experience in customer service or patient support leadership, proficiency in Intercom, and the ability to develop KPI-driven support operations. The position offers flexible hours, remote work, a casual environment, and engagement activities. The company emphasizes diversity, equal opportunity, and compliance with healthcare regulations.Requirements:<ul><li> 7–10+ years of experience in customer service or patient support leadership roles, ideally in tech-enabled services, healthcare, telemedicine, or high-volume support environments.</li><li> 3+ years managing large, globally distributed teams (50+).</li><li> Expert-level proficiency in Intercom—including admin-level configuration, automation, routing, reporting, and optimization.</li><li> Proven experience developing and scaling KPI-driven support operations.</li><li> Strong analytical skills with the ability to interpret data and guide strategic decision-making.</li><li> Exceptional communication, coaching, and cross-functional leadership abilities.</li><li> Comfort working in a fast-paced, high-growth environment with ambiguity.</li><li> Experience collaborating closely with Product and Engineering teams is a strong plus.</li></ul>Benefits:<ul><li> Flexible hours</li><li> Work wherever you choose</li><li> Fun and casual work environment</li><li> Employee engagement activities and virtual gatherings</li><li> Diverse, global team</li></ul>

Winona Health

Head of Customer Services Lead and scale a global customer support team in a telemedicine company, focusing on strategy, operations, and efficiency. Winona, a leading telemedicine company providing HRT for women in menopause, is seeking a seasoned Head of Customer Services to lead a high-performing global support organization of approximately 60 Patient Services Representatives and Team Leads. The role involves owning strategy, operations, KPIs, and continuous improvement to ensure fast, empathetic, and reliable support for patients. The candidate must have a deep understanding of Intercom, including workflows, automation, ticketing, and reporting, to drive efficiency. Responsibilities include leading and developing the support team, managing workforce and scheduling, implementing training and QA programs, serving as the Intercom platform owner, automating processes, integrating systems, building dashboards, and developing support strategies. The role requires experience in customer service or patient support leadership, proficiency in Intercom, and the ability to develop KPI-driven support operations. The position offers flexible hours, remote work, a casual environment, and engagement activities. The company emphasizes diversity, equal opportunity, and compliance with healthcare regulations. Head of Customer Services Vice President Winona Health hospital-and-health-care community-healthcare drugstores health-care health-services hospital hospitals shopping Intercom

This role involves managing a large support team, optimizing workflows with Intercom, and collaborating cross-functionally to enhance patient experience. The candidate will own support strategies, KPIs, and compliance in a healthcare environment.

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