reset - regenerate - outlive

Customer Experience Lead

Customer SupportCustomer SupportFull TimeRemoteTeam 11-50Since 2023Company Site LinkedIn

Location

United States

Posted

17 days ago

Salary

$120K - $160K / year

Professional Certificate4 yrs expEnglish

Job Description

• 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.