User Delight Manager

Intro to Folia

Measure what matters.

Nell and Dan founded Folia Health because it has been simply too hard for their family members to receive personalized, data-driven healthcare that directly addresses the issues they're dealing with. People around the country and now the world, including our own team members and families, use Folia to track what they're experiencing - fatigue, symptom flares, pain - alongside what they're currently doing for treatment, and then use this information to understand the best way forward. Most Folia users also receive Data Dividends to share their data as part of our Research Programs, the business model that keeps Folia humming along.

Along the journey of building Folia, we've developed and validated a new type of health data - home-reported outcomes (or HROs). HROs allow people dealing with complex conditions to digitize their vast personal health knowledge, with simple responses to a personalized set of multiple-choice questions whenever they're experiencing a change in their health. HROs are actually now a valued part of the research methods that leading life sciences companies use to understand how their therapies are impacting people in the real world.

Folia (‘foglia’ is leaf in Italian) was named for the power of the individual contributions of people tracking their own health experiences. Each individual contributor is a leaf on the tree, performing important tasks to enable the whole (healthcare) tree to grow and become stronger - ultimately benefitting the leaf itself. (Yes we may have taken the metaphor too far...)

We are: 

• Female-founded and led by parents and family caregivers

• Stubbornly focused on making healthcare make sense

• 9 years in business

• Backed by top venture funds with a strong financial runway

• Made possible by our fast-growing user community with thousands of users in rare conditions

Job Description

Folia Health is seeking a talented and mission-driven User Delight Manager to join our growing team. This role is perfect for someone passionate about user success, effectively solving problems for patients and caregivers in a timely manner, and improving lives through user support.

In this role, you will be responsible for supporting our users through our in-app messaging platform, answering their questions and discovering ways to create value for them. You will be responsible for working with our Product & Operations to implement effective automated onboarding flows, as well as effective AI-assisted user support workflows. You will work to deeply understand our user base and what the different avenues are to create delight in the Folia experience, especially when it means going above-and-beyond in a manual fashion. The ultimate goal of this role is creating happy & satisfied Folia users, and you will play a crucial part in the conversion of new Folia users to long-term Folia users.

 

What you’ll do:

• Serve as a thoughtful, empathetic frontline contact for users via our in-app messaging platform, resolving questions and issues with clarity and care
  
  
• Identify and act on opportunities to surprise and delight users, whether through thoughtful follow-ups, personalized help, or proactive guidance
  
  
• Design and optimize automated onboarding flows, orienting users to the value they can realize on Folia, and helping them feel confident using the app
  
  
• Develop AI-assisted support workflows that elevate the user experience while improving internal efficiency
  
  
• Create custom reports and AI tools for users that help them better understand their health data and enables improved care
  
  
• Partner with Product, Operations, and Design to advocate for user needs and help shape the future of the app
  
  
• Document and improve internal support processes to help us scale a user experience that feels personal at every stage
  
  
• Prepare to lead a team of user support and delight — over time, we will hire more in this department, and you will lead, delegate, and balance workloads to accomplish team goals and scale the team’s impact

 

You are:

• Someone with 2+ years working in User Success or Customer Success
• Motivated by making healthcare easier for people living with complex conditions
• A person with exemplary oral and written communication skills
• Someone with high standards, who enjoys going above-and-beyond to reach a goal
• Someone who enjoys automating processes to make them more efficient without sacrificing quality
• A good listener who loves finding simple solutions to complex problems
• Curious to acquire a strong knowledge of our product and what pain points users are experiencing
• Someone who is excited at the idea of leading a team to scale the impact of user support and delight

 

Compensation

The base salary range is $105,000-$125,000. The starting salary will be determined to be commensurate with experience. The full compensation package includes stock option grants and additional benefits, including Health, Dental, Vision, and 401k plan.

 

Please note: We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.