Customer Experience Lead
Truemed, Los Angeles, CA, United States
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.
What you’ll do
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
What success looks like
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
What we’re looking for
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
Nice to have
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
Working style & traits that thrive here
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
Logistics
Location: Los Angeles / Austin
Compensation & Benefits
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
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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.
What you’ll do
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
What success looks like
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
What we’re looking for
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
Nice to have
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
Working style & traits that thrive here
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
Logistics
Location: Los Angeles / Austin
Compensation & Benefits
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
#J-18808-Ljbffr