Customer Experience Associate

Customer Experience Associate

Full-time · Remote · US business hours

THE OPPORTUNITY

You're joining at the ground floor of a category-defining moment. 1 in 8 American adults have now taken peptides, and it's going mainstream fast. Collective is building the membership that makes the biggest medicine story of our generation actually affordable. GLP-1s, peptides, and longevity therapies are changing what's possible for a person's metabolic health, but the current system prices out most of the people who need it most. Collective compounds direct personalized treatments: doctor prescribed, medical grade peptides, delivered through a real clinical program, at a fraction of what clinics and pharmacies charge today. Run by a team of operators and advisors that helped build three D2C unicorns: Thrive Market, LMNT, and Function Health.

THE ROLE

You'll be one of the first faces members meet when they need help, and the first line of trust in a company built on making complex medicine feel simple. Reporting to our Customer Experience Lead, you'll handle day-to-day member conversations across email and chat, using and helping sharpen the playbook, macros, and help content our Support Lead is building out. This is an entry-level role with real room to grow. As Collective scales, so will the support team, and the people who join early and do great work are the ones we'll look to first for more ownership, more scope, and leadership roles on the team we're building. You'll get hands-on coaching from our Support Lead, direct exposure to the founding team, and a front-row seat to what it takes to build a category-defining company.

WHAT WE'RE LOOKING FOR

Member-obsessed. You take it personally when someone has a bad experience. You treat a frustrated member as a problem worth solving completely, not a ticket to close quickly.

A clear, warm communicator. Most of this job is writing. You can explain something clearly and kindly in a few sentences, and you naturally read the tone a member needs.

Calm and detail-oriented under pressure. You can hold multiple conversations at once without dropping details, stay steady when things get busy, and double-check yourself before hitting send.

Coachable and eager to grow. You take feedback well, pick up new workflows fast, and want a role that will ask more of you over time, not stay the same forever.

AI-native . You're comfortable using AI tools day to day, whether that's drafting a reply, searching help docs, or working inside a modern support platform, and you're excited to get more fluent with them here.

Sound judgment on scope and safety. You understand the difference between a support question and a medical one, and you know to escalate anything that might be urgent or safety-related rather than guess.

Mission aligned. You're curious about peptides, longevity, and health (no prior expertise required) and you're motivated by the idea of building something that makes complex medicine feel approachable and accessible to real people.

Nice to have: prior experience in customer service, retail, hospitality, or another people-facing role; familiarity with support tools like Intercom, Zendesk, or similar; and interest in health, wellness, or the startup world.

CORE RESPONSIBILITIES

Own day-to-day member conversations. Respond to member questions and issues over email and chat with warmth, speed, and accuracy, from order status to billing to general account questions.

Work the playbook, and help improve it. Use existing macros, FAQs, and help docs as your foundation, and flag gaps, confusing language, or repeat questions back to your Support Lead so the playbook keeps getting sharper.

Hit your individual targets. Meet response time, resolution, and CSAT goals on your ticket queue, and use feedback and data to keep improving week over week.

Triage support vs. medical questions. Follow the established protocol for routing genuine medical questions to our physician partner, so members always reach the right person fast and clinicians stay focused on care.

Flag urgent issues immediately. Recognize anything that looks safety-critical or time-sensitive and escalate it right away per training, no guessing.

Be a feedback channel, not a dead end. Capture what members are telling you, patterns, bugs, confusing moments, and pass it up so it turns into fixes, better docs, or product improvements.

Grow with the team. Take on more scope as volume and the team grow, whether that's a specific channel, a piece of the playbook, or eventually helping train the next people who join.

COMPENSATION & GROWTH

$50,000-$70,000 salary plus equity. As an early hire on the support team at a seed-stage company, you'll have the chance to grow your scope and responsibility (and compensation) quickly as we scale, with a real path toward more senior support and leadership roles as the team expands.