Customer Experience Specialist

Customer Experience Operations Lead Durham, NC · Full-Time · In Person (2x/week) About PROTECT3D PROTECT3D, a Durham, NC company, manufactures custom 3D-printed braces, orthotics, and supports. Using only a smartphone scan, we design, print, and deliver products like our AFO, CMC brace, and foot orthotics nationwide in as little as 48 hours. Having gained traction in elite sports medicine (NCAA, NFL, NBA), we are now expanding into the clinical channel to serve a broader patient base. The Role As our first Customer Experience full time hire, you own the entire support experience, and just as importantly, will improve the system that runs it. You'll be the calm, capable voice customers reach when they need help, and the person figuring out how to make support faster, smoother, and smarter over time. Your days will mix live customer work with system-building. Some hours you're de-escalating a distressed customer or coaching someone through a scan; other hours you're designing the tooling (including AI-assisted workflows) that keeps this a lean, high-leverage function as we grow. This is an early opportunity at a company with real momentum and real products. If you spot a repetitive task and immediately want to automate it, you'll thrive here, and you'll have an unusual amount of ownership to prove you can run and improve a whole part of the business. What You’ll Do Own the customer experience — be the primary point of contact across our support channels and make sure every customer gets to a resolution Deliver live support — respond to customer inquiries by email and phone, often on demand; stay warm and steady with distressed customers Review and grade scans — evaluate customer-submitted 3D scans, provide coaching and corrections, and hop on a call when someone needs to be walked through it Run the support inboxes — manage customer authorization emails and support queues end to end Handle complaints — process and route complaints, including to our design team, and see them through to close Build the system — design and improve the workflows behind all of the above, including AI-assisted response tooling, so support scales without scaling headcount Who We’re Looking For We’re looking for builders who are great with distressed people. We want someone self-directed and scrappy enough to design their own systems, curious enough to experiment with AI and automation, and genuinely warm under pressure. If you have the right instincts and the drive to figure out the rest, we’ll teach you everything you need to know about our products and processes. Required: Great with people, especially under pressure — you can de-escalate and reassure A builder’s instinct — you’d rather fix the process than do the same task twice Comfortable with technology and eager to experiment with AI and automation tools Strong written and verbal communication Preferred: Recent grad or early-career candidate looking to own a function and grow with the company Experience building or improving a workflow, tool, or process — in any context Interest in healthcare, medical devices, or 3D printing What We’ll Teach You: Our products, our customers, and the details of scan review and the support process. The people skills and the builder’s instinct cannot be trained. Everything else can. Compensation & Benefits Base Salary: $55,000–$70,000 (commensurate with experience) Equity: Participation in employee stock option plan Benefits: Medical coverage #J-18808-Ljbffr