At a Glance

Nadine Veverka’s passion for CX began early in her career, when she saw firsthand how great service could change people’s lives. After years working in beauty and aesthetics, she moved into wellness and is currently Global Customer Experience Lead atJSHealth Vitamins, an Australian supplements brand.. Today, she leads with a simple philosophy: listen closely to customers and colleagues, and act before problems arise. That approach equips her team to deliver exceptional support at every touchpoint of the customer journey.

Who is Nadine?

Meet Nadine Veverka, Global Customer Experience Lead at JSHealth Vitamins!

About JS Health Vitamins 

Founded by clinical nutritionist and author Jessica Sepel, JSHealth is a global wellness and supplement brand born in Australia. The company offers science-backed vitamins, ingestible formulas, topical skin and haircare targeting energy, hair growth, skin health, sleep, digestion and more!

Nadine’s CX Journey

Nadine Veverka’s introduction to CX came during an intake program on one of her first jobs, which let her observe a range of departments. She recalls, “The lady who headed  the CX department was so inspiring. She was solving problems and making people happy. I wanted to be her! I started working in the space and have never left.”

Nadine built her career in clinics. When Covid forced in-person businesses to close, she pivoted, moving from external beauty  to internal wellness and supplementation. “I went from the outside to the inside,” she reflects. She went on to join JSHealth Vitamins, an Australia-bornsupplement brand, as Global Head.

What excites Nadine About CX

Nadine considers herself fortunate that her work in CX has a positive impact on people’s lives. “We take someone’s concern and turn that concern into a solution,” she explains, noting that she works with an exceptional team and knowledgeable nutritionists. “Whether somebody is educated in the supplement space or is a newcomer, we can adapt.” Skincare and wellness are deeply personal, and Nadine understands that every customer’s needs are different. “It’s not one and done,” she emphasizes. “We get to go on that journey with them, see their results, and feel their goals come to life. That’s really inspiring.”

The Team at JSHealth

Nadine leads a team  across the Sydney and uk offices, joined by a . This international structure has proved a real advantage for the Australian brand, which has online stores in AU,EU, UK, and US, and ships all over the world, giving the team coverage across markets and time zones. “We also have an AI agent, Mila, that we built from scratch. The reason her name is Mila is because it’s an accumulation of all of the team member’s names,” Nadine explains.

Nadine’s Top Challenges as a CX Team Leader

As a CX leader, Nadine aims to take care of her team by staying in tune with each member’s strengths and what they enjoy doing. She admits that customer service can be both repetitive and challenging. “Finding that thing that people resonate with, gives them confidence, and is their reason for getting out of bed because they feel inspired to do it really matters,” Nadine explains, adding, “Right people, right roles.”

What Nadine Looks for in a CX Team Member

JSHealth is a growing company, so Nadine looks for people who aren’t just suited to CX, but who also work well across departments and are the right cultural fit for the brand. “It’s an old-fashioned saying, but having a ‘can-do’ attitude is important,” she continues. “If somebody can look at something, understand the why, and see how they make things better without being afraid to say it – that is what is important. Having that kind of attitude is more important than any degree or qualification for me.”

CX Team Success Factors

JSHealth Customers’ Preferred Support Channels

Because the supplements vary so greatly in formula, purpose, and performance, JSHealth customers often rely on email for support. This allows us to get into the details, resulting in deeper, more meaningful conversations with customers who need our support. “How Nadine Deals with CX Escalations

“The team is confident in knowing the steps to escalate. And as much as those steps have become ingrained, we always read the individual customer intent,” Nadine says. JSHealth is a customer-centered brand, and making sure customers feel heard and know that they are our  priority not just the product but the service is a top priority. A strong framework gives team members the confidence to handle escalations themselves, or to know exactly who to pass them to within the company when needed.

Nadine’s Top CX Goals for JSHealth

The current buzzwords in E-Commerce and CX are “automation” and “efficiency.” “People are expecting and wanting immediate gratification. So that’s a space we’re really playing in at the moment,” shares Nadine.

By analyzing data on frequently asked questions, JSHealth Vitamins provides information through chat, flows, articles and its AI agent, Mila, so customers don’t have to wait. “We are focused on using the data to know how people want to communicate,” explains Nadine, adding, “then having those options available to our customers so they can interact in a way that they want to.”

How JSHealth Manages Peak Season

Nadine takes a more holistic approach to keeping JSHealth’s peak season running smoothly. “For me, it’s the work done beforehand to make sure a customer has the resources they need to answer their own question, so we’re not scrambling on our end,” she explains. Clear terms and conditions, promotions, and campaigns are critical to avoiding major CX issues when business ramps up. “Our marketing, digital, and CX teams work together in the weeks leading up to peak to get everything to a place where we should only expect conversion volume, which we can handle.”

Tech Stack

Gorgias – “Our main CRX platform is Gorgias. I got into Gorgias years ago when we onboarded them in my first wellness business and I took them with me to the one I worked at afterwards! Gorgias was already here at JSHealth when I arrived. What I enjoy is that I’ve watched them grow as we’ve grown, and I’ve watched them grow as I have grown. Working with the AI agent, shopping assistant, and other pieces they offer, I’ve been able to work closely from ideation to execution with those enhancements to the platform. That’s been really exciting for me personally along with the customers’ needs and wants as well. This all integrates into the rest of our tech stack, which includes Shopify, Skio, and more. It works well together.

AI and Topics of Interest

Nadine's Predictions for the Future of CX

Nadine recognizes that CX’s adoption of AI has drawn criticism, but she sees it as a positive asset, not a replacement for human CX which will always be crucial in a customer's journey . “I am very lucky in that I get to work on molding the AI experience to how I want it to be for our customers,” she says. “We staggered (and continue to stage) the growth and learnings in AI, teaching our AI agent as if it were a human so it will answer questions the way we want.” She stresses the importance of human oversight, regularly checking in with the team and key stakeholders to make sure JSHealth’s AI integrations perform. “I’m not willing to bring it to our customers if it’s not acting the way I want it to,” she says. “But if you can add AI to assist and

‍Nadine Advice to CX Leaders

Nadine believes strong CX leaders are good listeners. “Listen to what your team is saying, listen to what the customer is saying,” she says. A cross-functional approach to leadership is just as important. “You can’t get complacent ,” she adds. “Listening, learning, and being open to understanding other departments within the space and within the industry is key to meeting your customer’s needs.”