reset - regenerate - outlive
Customer Experience Lead
Location
United States
Posted
109 days ago
Salary
$120K - $160K / year
Seniority
Senior
Job Description
Customer Experience Lead
Outlive
• Build and run a world-class system for onboarding, supporting, retaining, and transforming Outlive users. • Support the entire customer experience ecosystem including customer communication frameworks, support operations, feedback loops, and the metrics that define success. • Use AI responsibly and effectively to streamline support, improve responsiveness, and scale a great customer experience with a small team. • Refine systems, identify gaps, advocate for product improvements, and eventually hire and mentor additional team members. • Create the framework for onboarding, customer education, and long-term engagement. • Build an experience that reflects Outlive’s premium design and scientific rigor. • Implement and manage tooling (Intercom, Zendesk, or similar) with an eye toward thoughtful automation. • Serve as the voice of the user inside the company and deliver insights that help us improve features.
Job Requirements
- 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
- Ability to balance detail orientation with big-picture user experience thinking
- Comfortable being the first CX hire, doing hands-on support while building structure
- AI-fluent; using AI to improve speed, quality, and automation
- Low ego, high ownership, founder-adjacent work ethic
- Ability to turn user feedback into actionable product recommendations
- Comfortable in a fast-moving, ambiguous environment where priorities evolve quickly
Benefits
- 100% employer-paid medical, vision, and dental insurance (multiple plans available).
- 100% employer-paid life insurance, short-term, and long-term disability insurance.
- Employer-sponsored HSA contributions for HDHP medical plans
- Additional HSA and FSA spending account plans for employees
- 401(k) with a 5% company match.
- Generous PTO and holiday schedule.
- Company-issued technology and work-from-home stipend.
- A chance to shape a product, and a company, from the ground up.
- The opportunity to work at the forefront of health and longevity science with a team of world-class professionals dedicated to precision, mastery, and excellence.
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• Provide impeccable customer service to all customers • Answer any questions the customer may have about available products and services • Listen to customer concerns and complaints with the goal of identifying the causes of the problem • Ensure customer satisfaction
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