Customer Success Associate at Fella Health (Remote, US hours, $21k/yr total comp inc equity)

About Fella Health

Fella Health helps middle-aged men live 10 years longer.

We are the telemedicine clinic for bigger guys, worldwide. We use medical weight loss treatment to solve our fellas' most pressing healthcare need, then remain a fella's core healthcare provider for the rest of their life - focused on men's health, longevity, mental health, and primary care.

We will have served 1 million fellas by the end of 2026, and 10 million fellas by the end of 2028.

Our mission is to solve male obesity worldwide, by accelerating the take-up of GLP-1s in middle-aged men. From this, we’ll become the world’s leading men’s health brand.

We’ve grown >1000x since Aug 2021, >180x since Sept 2022, >10x since Nov 2023, and are strongly cashflow positive. We have expanded our state coverage to >95% of US population, have started to expand our clinical protocol beyond weight (e.g. testosterone), and are eyeing up international expansion.

We're still a young startup and are moving quickly. We have a long way to go. This is still Day 1.

You can read more about working at Fella here: https://fella.notion.site/Working-at-Fella-14a2ac8575d34d148d009bb410387af4

We're backed by top healthcare & consumer investors:

• Y Combinator

• Global Founders Capital — backed Facebook, Slack, LinkedIn, Revolut, Rocket Internet

• AngelList Early Stage Fund (backed by Naval Ravikant)

• BrandProject (venture-builder behind 2 unicorns)

• The founders of Indeed, Curative (unicorn), Alan (unicorn), Kaia Health (>$300mil valuation), Vouch Insurance (>$500mil valuation), Not Boring (Packy McCormick)

The opportunity as Customer Success Associate

Fella is building a world-class team.

As a Customer Success Associate at Fella Health, your mission is to deliver exceptional experiences that empower fellas to achieve their weight loss and health goals. You’ll work side-by-side with Stanley Whittaker (Customer Success Lead) to build strong relationships with our fellas, understand their needs, and be their go-to person when they need help. You’ll never give up on trying to help them.

You’ll get intensive training from Stanley and our team to upskill as an operator.

You need to be very empathetic, dedicated and resilient. The more willing you are to go above and beyond for our fellas, the better. You’ll laugh and you’ll cry—and you’ll achieve more through your fingertips than you thought was possible.

This is a full-time, fully remote role, and you’ll work from 9AM to 5PM ET.

You’ll report directly to Stanley, (Customer Success Lead); Jordan, (Sales Lead) & Richie (CEO).

Key Responsibilities

Relationship Building

• Connect with our fellas through regular check-ins via text, email, or phone calls.

• Understand their goals, needs, and pain points to provide meaningful assistance.

• Be their go-to person when they need help.

Proactive Problem-Solving & Retention

• Identify potential issues and address them proactively before they escalate.

• Troubleshoot any problems with medication or our platform swiftly.

• Respond to cancellation requests, understanding and resolving all their concerns.

• Never give up on trying to help them, ♡.

Need to have

• Language: you are fluent in spoken & written English.

• Intensity: you’re very dedicated and ambitious. You will be pushed hard and you need to want that.

• Empathetic approach: you genuinely care about people and can relate to their experiences.

• Customer-centric communication approach: you communicate in a way that puts the customer first.

• Adaptability and resilience: you thrive in changing environments and bounce back from challenges.

• Learning: you're an autodidact with impressive speed and resourcefulness. You regularly teach yourself the skills you need from scratch.

• Trenches: you don’t hesitate to get your hands dirty in the trenches. You’re not too pretentious to grind it out.

• Mindset: you calmly handle uncertainty and rapidly changing situations.

Nice to have

• Past: you've previously worked in sales and have a natural ability to connect with people and make them feel truly heard.

• Willingness to go above and beyond for customers: you're ready to do whatever it takes to help our fellas succeed.

• Out-of-the-box thinking: you come up with creative solutions to problems.

• Figure it out: you’re likely one of those timeless people that could be dropped anywhere in the world, in any century, and you’d figure it out. Your friends probably think of you as that person :)

Our cultural standards

These are the core cultural standards to which we hold ourselves & our team-members at Fella:

• Belief in the mission — we will have served 10 million fellas by the end of 2028 (1 million fellas by end of 2026) and we transform the life of most fellas who join. We have a lot of work to do. We are obsessed with our fellas and are dedicated to the mission.

• Bulldozing barriers — the world is malleable and we shape it. We truly believe this and act accordingly. We are relentlessly resourceful and are at the mercy of no-one but ourselves.

• Unwavering integrity — we are at the frontier, so we often live in ambiguity with no trodden path. When we can’t look to others for guidance, we must maintain impeccable ethics and unwavering integrity.

• Enduring frugality — we are frugal. We hate being wasteful and we are anti-luxury. We spend our cash wisely & carefully - in a way that would make our grandmas proud.

• Do what is needed — speed is critical and often the solutions we need are messy. We are comfortable moving quickly, taking on gritty work, and owning projects from noticing the problem to delivering the outcome.

• Distaste for incompetence — we’re highly capable. We have a dedication to excellence and reject incompetence. We’re obsessed with our role, with a commitment to compounding self-improvement.

• Commitment to candor — we believe in open communication and transparency. We are clear & caring communicators, welcoming feedback.

• Only the paranoid survive — the road of expansion is bumpy. We are not fair weather sailers; we embrace the storms. However much we’ve already done, however far we’ve already come — all our work is still ahead of us.

• Keep your head down — we’re boring people doing exciting work. We don’t chase short-term status: we ignore short-term dopamine hits and focus on what matters. Outsiders will underestimate us and we revel in that.

🎯 “You just build a fucking amazing experience. Make each step amazing. Make every decision in the long term interest of the fella. Give the fella massively more value than you take.” — a poetic extract from one of our advisors

Compensation and Benefits

• Compensation: $21k/yr total comp inclusive of equity

• Vacation: PTO with a yearly minimum (>2wks/yr + local national holidays)

• Remote: our team is fully distributed across the world and functions fully remotely

• Healthcare: comprehensive medical insurance (~$500/yr)

• Personal development: budget for books, courses, coaching ($400/yr)

• Personal wellness: budget for gym, health apps ($400/yr)

• Equipment: Macbook and whatever you need to thrive.

• What are we missing? We're still early so you get to shape our culture.