You will build and own the customer excellence function from scratch: support infrastructure, onboarding programs, training systems, and the operational frameworks that deliver exceptional outcomes at scale. The builder and the operator are the same person, and that dual-mode will persist well beyond the build phase - this is a role for someone who finds energy in both. InoHealth serves HCPs, corporate clients, and health insurance companies - with hospitals on the near-term horizon. You will design tiered engagement models that scale across all segments without proportional headcount growth, own retention and account health across the portfolio, and build the outsourced support layer as volumes increase. Personally architect, configure, and launch the full support stack - you own the tools end-to-end: Jira routing, Intercom, CRM, knowledge base, SLA definitions, escalation logic, and AI-assisted triage. Configure Jira workflows to route bugs, product feedback, and data queries to Product, Engineering, and Data Science - with full traceability and closure loops.



Translate that ground-level analysis into structured, insight-driven leadership reporting. Lead strategic reviews and escalation management for key insurance and clinic accounts.
Outsourced support, onboarding and engagement

In the early stage, you are the multilingual support function - handling queries across languages, setting tone standards, building playbooks from live interactions. As volume grows, transition into BPO supervision: vendor selection, calibration sessions, agent review, quality scorecards, and compliance enforcement. Develop training materials, guides, and self-serve libraries using AI tools for generation, localisation, and maintenance. Represent customer insight in product, commercial, and regulatory discussions. Collaborate with Regulatory & Compliance on QMS documentation and GDPR obligations across all support operations.
Demonstrated experience functioning as both strategic owner a

📌 Customer Excellence (España)
🏢 InoHealth
📍 España