Customer Experience Lead

Role Overview

• 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.

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.