Role OverviewAs Customer Experience Lead, you'll own the day-to-day support experience across written channels while building the systems, workflows, and team capacity that allow Truemed to scale without sacrificing quality. This is a hands-on role: you'll spend meaningful time directly supporting customers while simultaneously leading continuous improvement across tooling, documentation, and team performance.
What You Will Do
You'll own the customer support experience across written channels (email and/or messaging), manage and coach a small team of contractors, drive operational excellence, and evolve support tooling to improve speed, accuracy, and consistency across all agents.
Why It Might Be a Fit
You'll be a customer-first approach, empathetic, patient, and solutions-oriented in every interaction, with a clear, direct communicator who brings both issues and proposed solutions to the right stakeholders.
Requirements
- 3–5 years of experience in customer support or customer experience
- Strong written communication skills
- Understanding of core support metrics (CSAT, response time, resolution rate) and demonstrated ability to influence them
- Track record of improving processes, not just executing them
- Ability to analyze trends and communicate insights clearly to cross-functional partners
- Experience managing or mentoring others
Benefits
- Comp and equity in the top decile for Series A startups
- Comprehensive medical, dental, and vision insurance with employer-sponsored HSA contributions
- 401(k)
- Unlimited PTO
- Coworking stipend
- L&D Stipend
- 2x/year company offsites and 2x/year team offsite
]]>