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Director of Customer Experience - Healthtech at Fitt Talent Partners. Remote Location: Remote (US). Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies.. We’re filling this role for a client, A venture-backed healthtech company using a targeted, clinically validated spectrum of UVB light to safely boost natural vitamin D production — addressing deficiency without the risks of sun exposure.. Job Description . We are seeking a Director of Customer Experience to build and lead a world-class customer experience function from the ground up. This role will define how we support our customers across device and software, and will be critical in making customer experience a true competitive advantage.. This is a builder role - you will design the systems, processes, and team that deliver a premium, responsive, and human-centered experience at scale.. The Role. Build and lead the customer service function, including hiring, training, and managing a high-performing team. Define the end-to-end customer support experience across email, phone, chat, and in-app channels. Implement and manage customer service platforms (HubSpot, Shopify, Salesforce). Design and optimize workflows for support, returns, replacements, and issue resolution. Establish SLAs, quality standards, and performance metrics for the team. Implement modern tools including AI chat, automation, and ticket routing while maintaining a high-touch experience. Partner closely with product, engineering, and operations to resolve issues and improve the customer experience. Develop knowledge bases, self-service tools, and support content. Ensure a seamless experience across hardware (device) and software (app) support. Turn customer feedback into actionable insights to inform product and operational improvements. Who You Are. 7–12+ years of experience in customer service or customer experience leadership. Experience building and scaling customer support teams from early stages. Experience supporting physical products and/or connected devices. Strong familiarity with HubSpot, Shopify, Salesforce, or similar platforms. Experience implementing customer service tooling including chat, phone systems, and automation. Strong operational and process design skills. Customer-first mindset with high standards for quality and responsiveness. Preferred. Experience in premium consumer products, health tech, or medical devices. Experience supporting both hardware and software (app-based) products. Familiarity with AI-driven customer support tools and modern CX platforms