Gaia's mission begins with the world’s first IVF insurance product that predicts fertility outcomes and insures against the risk of failure, a major moment for modernising the family planning process. Underpinning our product is a proprietary predictive technology that adds a layer of certainty to an expensive, complicated, desperate, opaque but resolutely hopeful space.

We have raised $30million in funding to date, our A round at the end of 2021 was led by Atomico (read why here). We are FCA regulated, and trade on the Lloyd's of London market as a cover holder of Beazley.

Operations at Gaia

While trying to alleviate the financial burden of IVF with our financial products, we support our members throughout the long journey of their treatments and what is today a very opaque and broken experience. This means that we give them access to a human presence at any point of their journey with Gaia. It includes: Talking through the product, tailoring their quote, running financial checks, overseeing payments, overseeing third party communication (clinics, employers, partners etc.), and giving them access to complementary services such as counselling. 

All prospective members will talk to a member of our support team before purchasing our product. The consistency and quality of service of this team is crucial to drive our revenue growth, customer satisfaction and reputation in the industry.

Your mission: build and scale a highly personalised support function, complex by the nature of the product and journey, and sitting at the intersection of two heavily regulated industries: financial and healthcare services.

This is the opportunity to come in as the first operation specialist in the company, leading the function as we grow in the number of members we support, in the product lines and in geographies as we expand in the United States.

The role

  • Set up the infrastructure of our member support operation including software tools, knowledge base, and trainings
  • Design and implement operation flows and processes catering to new products, profiles or service providers
  • Manage, develop, and grow the member support team
  • Define, set and be accountable for performance targets of the team
  • Partner cross-functionally with marketing, product and data to drive improvements and enhance our products, processes, and communication.

The requirements

  • Experience in managing and growing a customer support team
  • Experience using and implementing various CRMs and support tools softwares
  • Bonus: Experience in servicing complex sales and/or support use cases including 3rd parties
  • Bonus: has experience in financially regulated industry

About you

  • You are organised, can set up processes and own delivery of projects end to end
  • You are detail oriented and have a high level of care
  • You can't understand performance without numbers
  • You don’t over engineer keeping long term objectives and strategy in mind

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