About bVital
bVital is a leading brain regeneration and longevity care center based in Park City, Utah, offering root-cause diagnostics, comprehensive, multi-system treatment plans, and first-class care for our patients. We’re redefining what’s possible in proactive brain health—and the patient experience has to match.
Job Summary
You love taking care of people. You love turning confusion into clarity. You love building a team that patients trust—because they know when they reach out, they’ll get answers, direction, and reassurance.
What you don’t love? Chaos. Unowned tickets. Vague responses. Patients getting stuck in limbo. A “close enough” service standard.
You’re the kind of leader who can build a high-performing remote team and the systems that make excellence repeatable. You can coach tone, timing, and quality. You can tighten workflows. You can look at data and immediately see what needs to change.
Our Customer Service & Concierge team is the patient’s go-to connection as they move through onboarding from Detect Kit Brain Camp. This role is critical: you’ll lead that team, protect the patient experience, and keep our promises on timelines, responsiveness, and first-class care.
Are you up for the challenge?
What You’ll Do:
Lead and Elevate a Remote Concierge Team
- Manage a remote Customer Service & Concierge team supporting patients from onboarding through ongoing questions.
- Create strong team rhythms: daily queue management, team huddles, and consistent 1:1 coaching.
- Set clear expectations and accountability around responsiveness, accuracy, and patient tone.
- Support hiring, onboarding, training, and performance development as the team grows.
Deliver a First-Class Patient Experience
- Ensure patients receive timely, empathetic, and accurate support every step of the Detect Kit Brain Camp workflow.
- Create a concierge-level experience where patients know they have a real person in their corner, someone they can trust to answer questions quickly, reduce uncertainty, and help them stay on track.
- Ensure escalations happen quickly and appropriately, with excellent judgment in sensitive situations.
- Identify and eliminate recurring patient confusion by improving templates, knowledge base articles, and workflow clarity.
Own Zendesk Performance, QA, and Ticket/Record Auditing
- Monitor Zendesk queues to maintain excellent response times, clean routing, accurate tagging, and tight ticket hygiene.
- Audit Zendesk tickets and patient record responses for accuracy, completeness, tone, and alignment to workflow timelines.
- Build and run quality programs (quality assurance rubrics, calibrations, coaching loops) so service excellence is consistent and measurable.
- Maintain and improve macros/templates and SOPs to standardize best practices and reduce variability.
Track Metrics and Drive Continuous Improvement
- Track and report key performance metrics, such as:
- First response time, time to resolution, backlog health
- Volume trends and top contact reasons
- Timeline adherence across onboarding steps
- Reopen/escalation rates
- Patient satisfaction signals and recurring friction points
- Turn service data into action: diagnose bottlenecks, propose improvements, implement changes, and measure results.
- Partner cross-functionally (Ops/Clinical/Leadership) to continuously refine workflows and strengthen the end-to-end patient experience.
What Success Looks Like (First 90 Days)
- Zendesk is running clean and efficient: clear queue ownership, consistent tagging, and reliable escalations.
- Quality assurance (QA) is live and improving outcomes: audits, calibration, coaching, and visible gains in response quality and timeline adherence.
- Patients experience fewer delays, clearer next steps, and more confidence throughout onboarding. Reporting is consistent and actionable, with service trends and workflow opportunities clearly identified.
Qualifications
Required
- 3+ years leading customer service, customer success, or support operations teams (remote leadership strongly preferred).
- Strong experience with ticketing systems (Zendesk preferred).
- Proven ability to coach for quality: tone, accuracy, de-escalation, and follow-through.
- Operational strength: SOPs, audits/QA, workflow management, and performance accountability.
- Excellent written communication and strong judgment with patient-facing messaging.
- Proven ability to lead and communicate effectively with international team members across multiple time zones, cultures, and work styles.
Preferred
- Experience in healthcare, wellness, diagnostics, telehealth, or patient support.
- Experience building QA frameworks, training programs, knowledge bases, and macros/templates.
- Comfort working in environments handling sensitive patient information.
Work Details
- Location: Remote (bVital is based in Park City, UT)
- Type: Full-time
- Schedule: M–F (may include occasional coverage planning based on patient support needs)
Why This Role Is Exciting
This is a leadership role with real ownership: you’ll shape the day-to-day patient experience, develop a team that patients genuinely trust, and improve the systems that power our growth. If you love building high standards, coaching people to excellence, and making service feel effortless for the customer—this role is for you.
This is a remote position.
