Customer Experience (MahanaCare) Lead

Mahana Therapeutics

Mahana Therapeutics

Customer Service
Posted on Tuesday, October 3, 2023
The Customer Experience Lead (MahanaCare) will help build and lead a world-class Customer Experience program and team at Mahana. The CX lead will report to our VP of RA/QA/Compliance and work cross-functionally to provide exceptional customer service for patients and healthcare providers. The CX lead will hire and scale the foundations of our program as required, be the face of the company / brand to our patients/providers and their guide in navigating through any situation.
Internally the CX department is branded MahanaCare, as this aspect of the department engages with patients in an atypical means from the usual scope for CX. It requires proactive outreach calls to patients, understanding their concerns, providing education and helping patients understand the value of our products. The ideal candidate for this position has experience working in CX at B2C healthcare startups, has coached customers / patients and creates motivation, takes an empathetic approach to service, is passionate about helping others, and can operate in a fast-paced environment.


  • Build the foundations of Mahana’s CX program to scale with commercial operations including setting up / revising SLAs and routing, implementing CX tools, and drafting customer-facing messaging, CX policies and procedures / SOPs as needed
  • First line responder and outreach communicator for Customer / Patient inquiries, Mahana Care and Mahana Direct programs
  • Collaborate with product and commercial to drive and improve MahanaCare process, dispense prescription conversion rates, and patient onboarding communications
  • Manage incoming support volumes through queue management, ticket assignment and issue escalation, as well as managing ticket response times
  • Highlight trends and patterns from customer inquiries
  • Work closely with our Product and Engineering teams to identify customer pain points, report bugs and other technical/design issues and identify potential product improvements to meet customer needs
  • Coordinate with cross-functional partner teams to ensure seamless handoffs and timely resolutions of issues while maintaining strict confidentiality and professionalism
  • Hire and manage CX specialists as needed to match support volume and scale the program over time as positions become available
  • Triage and respond to support requests from patients, providers, and others across chat, email and telephone


  • 5+ years working in Customer Experience/Support/Service in a B2C tech startup, experience working in healthcare a major plus
  • Experience working in Digital Therapeutics or equivalent a major plus
  • BA or equivalent
  • Advanced degree and / or higher education will be viewed favorably
  • Has managed, coached, mentored internal teams and customers / patients
  • Technically capable: Working with software packages and making configuration changes / creating workflows / learning new technology is a zone of comfort for you
  • Experience implementing support process, tools and messaging
  • Experience delivering exceptional service across email, chat, SMS and phone