Customer Experience Lead

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 Merchant Success and Product teams

What we're looking for

• 3-5 years of customer support / customer experience, including common support metrics ownership
• Strong written communication
• 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 collaborating on AI-enabled workflows or automation
• Experience with support platforms, macros/templates, analytics dashboards, and help centers

About Truemed

Truemed enables patients to use pretax HSA/FSA funds to buy healthy food, exercise equipment, and supplements. We support brands like Peloton, Eight Sleep, Momentous, and hundreds of others. We're building the infrastructure that allows health and wellness merchants to accept the $150+ billion tied up in HSA and FSA accounts.

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