Customer Experience Lead

Truemed • Los Angeles, CA

7d • Hybrid

About The Position

Truemed is on a mission to reverse chronic illness and make Americans healthy again by shifting focus from treatment to prevention and lifestyle interventions. The company enables patients to use pretax HSA/FSA funds for healthy food, exercise equipment, and supplements, supporting a growing network of health and wellness merchants. This role is crucial as customer experience is a core business driver, aiming to build trust, loyalty, and long-term value through every customer interaction. The Customer Experience Lead will act as a liaison between customers and internal teams, translating support feedback into product improvements and operational efficiencies.

Requirements

• 3–5 years of experience in customer support or customer experience, including direct ownership of common support metrics.
• Strong written communication skills.
• Understanding of core support metrics (CSAT, response time, resolution rate) and demonstrated ability to influence them.
• Track record of improving processes, not just executing them.
• Ability to analyze trends and communicate insights clearly to cross-functional partners.
• Experience managing or mentoring others.

Nice To Haves

• Experience supporting healthcare, payments, or compliance-adjacent products.
• Experience collaborating on AI-enabled workflows or automation.
• Familiarity with support platforms, macros and templates, analytics dashboards, and help centers.

Responsibilities

• Own the customer support experience across written channels (email and/or messaging).
• Manage and coach a small team of contractors, setting expectations, delivering training, and providing feedback.
• Drive operational excellence by deploying and improving AI workflows, conducting QA, and building macros, templates, and documentation for consistent and efficient customer support.
• Identify recurring customer issues and collaborate with Product, Engineering, and Operations to resolve root causes.
• Evolve support tooling, including AI automation, to enhance speed, accuracy, and consistency for all agents.
• Build scalable knowledge resources, such as internal SOPs and customer-facing help content, to reduce inbound support volume.
• Track and report on support health metrics including CSAT, volume, response times, resolution quality, and customer reviews.
• Manage customer escalations, partnering with Merchant Success and Product teams to ensure positive customer outcomes.

Benefits

• Compensation 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed