Customer Experience Lead

About the role

- As 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. - You'll combine high-quality written communication with operational rigor - shipping SOPs, improving AI workflows, and turning customer feedback into clear, actionable product insights.

Responsibilities

• Own the customer support experience across written channels (email and/or messaging).
• Manage and coach a small team of contractors - set clear expectations, deliver training, and provide ongoing feedback.
• Drive operational excellence: deploy and improve AI workflows, conduct QA, and build macros, templates, and documentation that help agents support customers consistently and efficiently.
• Identify recurring customer issues and partner with Product, Engineering, and Operations to resolve root causes.
• Evolve support tooling - including AI automation - to improve speed, accuracy, and consistency across all agents.
• Build scalable knowledge resources, including internal SOPs and customer-facing help content, that reduce inbound support volume over time.
• Track and report on support health metrics: CSAT, volume, response times, resolution quality, and customer reviews.
• Own customer escalations as needed; partner with Merchant Success and Product teams to 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 a cost center - every customer interaction is an opportunity to build loyalty and increase LTV.
• Support operations run smoothly and predictably, with clear workflows, strong documentation, and consistency across agents.
• Key performance metrics improve over time (CSAT, response time, resolution rate).
• Customer feedback is reliably captured and actively influences product improvements.
• The support team is well-trained, confident, and aligned on quality standards.

Requirements

• Customer-first in your approach - empathetic, patient, and solutions-oriented in every interaction.
• A clear, direct communicator who brings both issues and proposed solutions to the right stakeholders.
• A systems thinker who enjoys designing and building repeatable, scalable workflows.
• Calm under pressure, with the ability to prioritize effectively and make sound tradeoffs.
• A collaborative partner who works fluidly across teams and functions.
• Comfortable operating in ambiguity and building structure where none yet exists.
• Someone with high attention to detail, strong judgment, and a consistent bias toward action.
• 3-5 years of experience in customer support or customer experience, including direct ownership of common support metrics.
• Strong writt

Benefits

Additional Information

About Truemed Our mission is to reverse chronic illness back to 1970s levels and make Americans healthy again. We will do this by shifting hundreds of billions of dollars away from our current broken healthcare system, and towards effective lifestyle interventions and prevention. Today's healthcare system spends less than 3% of the $4.3T in annual spending on prevention. This has to change. Today, 95% of all medical costs go to treating illness. Our goal is to empower people to invest in healthy habits today rather than treating illness in the future. We do this by supporting these 5 habits that research shows are tied to significantly improved health outcomes: 1. Eating healthy food 2. Getting an adequate quantity and quality of sleep 3. Increasing movement and exercise and reducing sedentary behavior 4. Reducing chronic stress 5. Increasing sunlight and minimizing environmental toxins Truemed enables patients to use pretax HSA/FSA funds to buy healthy food, exercise equipment, and supplements. We support brands like Peloton, Eight Sleep, Momentous, and hundreds of others. We're building the infrastructure that allows health and wellness merchants to accept the $150+ billion tied up in HSA and FSA accounts. By allowing consumers to spend these pre-tax dollars on goods that make them healthier, we'll incentivize consumers to invest in their health and begin to reverse the explosion in chronic illness that's plagued the US for the last 50 years. Why This Role Matters - Customer experience is a core business driver at Truemed - this role exists to ensure every customer interaction builds trust, loyalty, and long-term value rather than simply resolving tickets. - As we grow, this role is the connective tissue between customers, Product, Engineering, and Operations - translating front-line support signals into decisions that shape the product and reduce friction at scale.

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