Job description
About Winona:
Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.
About the role:
Intercom is our single pane of glass for every customer interaction. As volume grows, we need a strategist-builder who can turn Intercom into a force-multiplier—launching smarter automations, crafting self-serve content, and giving reps super-powers so they can focus on empathy, not clicks.
Seniority Level: Senior
Responsibilities:
• Map and continuously refine the entire support journey (billing, pharmacy coordination, clinical questions, shipping).
• Build SOPs, routing rules, and SLAs that balance speed with regulatory compliance (HIPAA, PCI, PIPEDA).
• Partner with Workforce Management to forecast volume and set staffing plans that hit response-time targets.
• Own the Help Center and internal knowledge base: develop taxonomy, review cadence, and authoring standards.
• Roll out macros, checklists, and playbooks that shrink time-to-resolution and rep ramp-up.
• Run weekly coaching, QA calibrations, and “voice of customer” debriefs to keep quality and empathy high.
• Define the CS metrics stack (CSAT, FRT, AHT, NPS, deflection) and build dashboards in Intercom, Looker, or similar.
• Run data deep-dives, pinpoint bottlenecks, and champion cross-team projects that improve patient experience.
• Present monthly Ops reviews to execs, highlighting wins, risks, and next-quarter priorities.
• Implement targeted Intercom bots, triggers, and integrations that remove repetitive clicks for reps and customers alike.
• Evaluate third-party apps (AI assist, QA, billing) and own vendor relationships and renewals.
Requirements:
+5 years in Customer Service Operations or Support/Experience Ops, with +2 years administering Intercom (or Zendesk/Salesforce Service Cloud) in a regulated environment.
Proven track record of reducing handle time, improving CSAT/NPS, and scaling processes without sacrificing quality.
Data-literate: comfortable slicing CSVs or writing queries to validate hypotheses.
Skilled process documenter and trainer—you can translate clinical-pharmacy complexity into crisp, step-by-step instructions.
Familiar with HIPAA or other PHI/PII frameworks; SOC 2, GDPR, or PIPEDA knowledge is a plus.
Bias for action: you identify the 80⁄20 levers, ship minimum-lovable solutions, measure, and iterate.
Based in the US or Canada with reliable broadband and overlap with Eastern hours.
What’s in it for you?
As full-time member of our team, you’ll enjoy:
Flexible hours
Work wherever you choose
Fun and casual work environment
Employee engagement activities and virtual gatherings
We are a diverse, global team! 🌍
This company is affiliated for recruitment efforts. Each entity maintains operational independence, and no personal data is shared between them except as necessary for coordinated recruitment activities. Both teams are committed to protecting applicant privacy and ensuring a respectful, transparent hiring process.
Equal Employment Opportunity
Winona provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Winona takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors.
