Customer Experience Lead

The role As Customer Experience Lead, you’ll own the day-to-day customer support experience and help scale how Truemed supports customers as we grow the business. You’ll combine high-quality written support with operational rigor: building standard operating procedures, improving our tooling, and turning customer feedback into clear product insights. This is a hands-on role: you’ll spend time directly supporting customers while also leading continuous improvement across systems, workflows, and team performance. What you’ll do Own our customer support experience across written channels (email and/or messaging) Manage and coach a small team of contractors, setting clear expectations, trainings, and feedback Drive operational excellence: deploy and improve AI workflows, QA, create macros/templates to better support customers, and documentation Identify recurring customer issues and partner with Product, Engineering, and Operations to resolve the root causes Help evolve our support tooling (including AI automation) to improve speed, accuracy, and consistency across all agents Build scalable knowledge resources (internal SOPs and customer-facing help content) that reduce support volume over time Track and report on support health: CSAT, volume, response times, resolution quality, and customer reviews Own customer escalations when needed, and partner with our Merchant Success and Product teams and ensure customers receive clear, empathetic, and successful outcomes What success looks like Customers consistently receive fast, high-quality, results-oriented responses Support is treated as a revenue driver, not just a cost center. Every customer interaction is an opportunity to build loyalty and increase LTV Support operations run smoothly and predictably (clear workflows, strong documentation, consistency across agents) Key performance metrics improve over time (e.g., CSAT, response time, resolution rate) Customer feedback is reliably captured and influences product improvements The support team is well-trained, confident, and aligned on standards What we’re looking for 3-5 years of customer support / customer experience, including common support metrics ownership Strong written communication Understanding of common support metrics and how to influence them Comfort operating in ambiguity and building structure where none exists Track record of improving processes, not just executing them Ability to analyze trends and communicate insights to cross-functional partners Experience managing or mentoring others High attention to detail, strong judgment, and a bias toward action Nice to have Experience supporting healthcare, payments, or compliance-adjacent products Experience collaborating on AI-enabled workflows or automation Experience with support platforms, macros/templates, analytics dashboards, and help centers Working style & traits that thrive here Customer-first: empathetic, patient, and solutions-oriented Clear and direct communicator Systems thinker who enjoys building repeatable workflows Calm under pressure; capable of prioritizing and making tradeoffs Collaborative partner who brings issues and proposed solutions to the right teams Logistics Location: Los Angeles / Austin Compensation & 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 Based in San Francisco, Los Angeles, or Austin Coworking stipend L&D Stipend 2x/year company offsites and 2x/year team offsite #J-18808-Ljbffr