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.

• 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

• 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

• 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

• 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

• 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

• Location:
  
  Los Angeles / Austin

• 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