# Customer Experience Lead

**Company:** [Truemed](https://hotfix.jobs/companies/truemed)
**Location:** Los Angeles, CA, Austin, TX
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** AI Workflows, Support Metrics, Zendesk, Intercom, Analytics Dashboards, Macros/Templates, Help Centers, SOPs, Qa Processes, Customer Feedback Analysis
**Posted:** 2026-04-21

> Leads day-to-day customer support operations, manages a small contractor team, improves AI-driven workflows and tooling, and turns feedback into product insights. Requires 3-5 years experience in customer support with process improvement and team mentoring skills.

## Job Description

## Responsibilities
- Own 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, documentation
- Identify recurring customer issues and partner with Product, Engineering, and Operations to resolve root causes
- Help evolve support tooling (including AI automation) to improve speed, accuracy, and consistency
- Build scalable knowledge resources (internal SOPs and customer-facing help content)
- Track and report on support health: CSAT, volume, response times, resolution quality, customer reviews
- Own customer escalations and partner with Merchant Success and Product teams

## Requirements
- 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
- Track record of improving processes
- Ability to analyze trends and communicate insights to cross-functional partners
- Experience managing or mentoring others
- High attention to detail, strong judgment, bias toward action

## Nice to Haves
- 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

## 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
- Coworking stipend
- L&D Stipend
- 2x/year company offsites and 2x/year team offsite

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**Apply:** https://hotfix.jobs/jobs/18007f5b-b6a4-4f44-9de2-f9ff2ba8285c
**Canonical:** https://hotfix.jobs/jobs/18007f5b-b6a4-4f44-9de2-f9ff2ba8285c