BACK
| Client | Protocole |
| Industry | Clinical wellness and longevity |
| Location | United States |
| Partnership since | February 2026 |
| Roles placed | Customer success specialists |
Table of contents
About Protocole
The Protocole is a peptide platform built around clinical-grade access and personalized protocols. Members complete a health intake, receive a protocol matched to their goals, and retain ongoing access to licensed clinicians, with products fulfilled through regulated pharmacy partners.
Co-founded by Delphine Le Grand and Cindy Yan, the company emerged from stealth in April 2026 with a $6 million seed round led by Rare Capital. It has since built a waitlist of thousands, grown almost entirely through word of mouth.
The challenge
The founders came to the problem as customers first.
We started using peptides. We had an overall good experience, but we were technically working with one of the best longevity clinics, and still it was a really confusing process for us.
“We started using peptides. We had an overall good experience, but we were technically working with one of the best longevity clinics, and still it was a really confusing process for us.”
That experience shaped the product. If even well-served customers at a leading clinic found the process opaque, then guidance was the thing that needed solving, and the people delivering it would determine whether the company worked.
In a category where regulatory scrutiny is rising and trust decides whether someone begins at all, member experience carries unusual weight.
We really need amazing people who can not only handle all of the customer service requests, but at the same time make them feel heard, understood, taken care of. And that comes down to the person at the end of the day.
For an early-stage company moving fast after a seed round, that’s a role that is difficult to get right – and an expensive one to get wrong.
The approach
Away Digital Teams sourced and placed a customer success specialist based in Vietnam, then took on the operational weight around the role: onboarding, payroll, employment, and ongoing management.
The brief was never simply capacity. Protocole needed someone capable of holding a conversation with a member who was uncertain, cautious, or new to the category entirely, and leaving them feeling looked after. Recruitment was built around that standard.
The founders also singled out the culture side. Away Digital Teams took its Vietnam-based team on a culture offsite, which Protocole saw as a lift in morale and a direct investment in the person supporting their business.
The results
A first hire who became a function
The specialist placed in February 2026 has since become Head of Customer Success at Protocole. As the company has grown, Away Digital Teams has recruited a second Vietnam-based hire to work under her, forming the beginning of a team around the role.
Operational weight lifted from the founders
For a company at Protocole’s stage, attention is the scarcest resource. Handing over the employment, payroll, and management layer returned that attention to the business. The founders now describe Away Digital Teams as a core pillar of their own strategy.
Delphine: “Absolutely top tier, I recommend to everyone!”
Cindy: “It’s one more thing that you don’t have to think about.”
If member experience is where your business earns its trust, contact Away Digital Teams to talk through what the right hire could look like.
