Customer Experience Lead

About the Role

We’re hiring a Customer Experience Lead who can build and run a world‑class system for onboarding, supporting, retaining, and transforming Outlive users. This is not a traditional customer support role. This is a strategic, operational, and behavioral role that shapes the user experience outside the product itself.

You will support the entire customer experience ecosystem including customer communication frameworks, support operations, feedback loops, and the metrics that define success. You will be both the architect and the operator—building the structure while also personally delivering a best‑in‑class experience in the early stages.

A key part of this role is using AI responsibly and effectively. You will leverage AI to streamline support, improve responsiveness, and scale a great customer experience with a small team; while keeping human judgment and empathy at the center. You understand when to automate, when not to, and how to maintain a human connection even as we grow.

Over time, as Outlive expands, you’ll refine these systems, identify gaps, advocate for product improvements, and eventually hire and mentor additional team members. Your work will directly influence user outcomes, retention, and the trust users place in Outlive.

• Stand up all CX systems, workflows, and tooling.
• Develop the first version of CX knowledge bases, automations, macros, and AI-supported workflows.
• Partner with product to define feedback channels, escalation paths, and insights loops.
• Serve as the primary point of contact for users, handling tickets, requests, issues, and troubleshooting.
• Use user data, patterns, and sentiment to identify root causes and propose product or experience improvements.
• Build clear processes for incident response, bug triage, and user communication.
• Maintain a live pulse on user behavior, drop‑off points, and moments of delight or confusion.
• Establish dashboards, KPIs, and reporting for customer health, retention, and engagement.
• Improve CX processes constantly; more automation, clearer flows, stronger insights.
• Collaborate with Product, Engineering, and Design to influence the roadmap based on real user needs.
• Hire, train, and lead future CX team members as demand grows.

• Create the framework for onboarding, customer education, and long‑term engagement.
• Build an experience that reflects Outlive’s premium design and scientific rigor.
• Craft communication templates, help center content, and support pathways.
• Use AI selectively to streamline content development, surface relevant resources, and enhance personalization without losing the human tone and judgment that define the Outlive experience.

• Implement and manage tooling (Intercom, Zendesk, or similar) with an eye toward thoughtful automation.
• Leverage AI to improve responsiveness and efficiency where appropriate (e.g., triage, suggested replies, pattern detection).
• Respond to user issues with empathy, clarity, and exceptional professionalism.
• Diagnose issues quickly and elevate effectively to engineering or product.

• Serve as the voice of the user inside the company.
• Identify patterns in user questions, complaints, errors, and churn predictors; using AI‑assisted analysis when helpful to spot trends early.
• Deliver insights that help us improve features, tighten flows, and reduce friction.
• Participate in product reviews and roadmap discussions to advocate for user needs.

• Work closely with Product, Engineering, and Design on prioritization and user‑impacting decisions.
• Ensure CX and product remain fully aligned on timelines, messaging, and expectations.
• Build internal communication loops that ensure nothing gets dropped.

You're likely a strong fit if you have:

• 4‑7+ years in Customer Experience, Customer Success, Support Operations, or a similar role
• Experience building CX systems or processes from scratch at an early‑stage startup
• Exceptional communication: crisp, calm, empathetic, and highly organized
• Strong operational instincts: workflows, tooling, optionality, and scalability
• Abil…