Found

Security Operations

• Manage day-to-day IT needs, including device setup, troubleshooting, and software provisioning for new and existing employees.
• Administer core business systems like Google Workspace, Slack, and other SaaS tools.
• Oversee device management (MDM) and endpoint security tools to keep company assets secure.
• Support employee onboarding and offboarding to ensure consistent and secure access management.
• Lead and coordinate all aspects of our SOC 2 readiness and audit process.
• Maintain documentation and evidence for security and compliance controls, working directly with auditors and stakeholders.
• Identify gaps and implement new processes or tools to ensure ongoing compliance.
• Build scalable, lightweight compliance practices that fit a startup environment.
• Own identity and access management (IAM) across all systems and tools.
• Conduct regular access reviews to ensure least-privilege access.
• Partner with team leads to implement secure, role-based access controls.
• Support security monitoring, incident response, and policy updates as needed.

IT and Security Operations Specialist

Customer Support

• Coach a team of associates to meet metric goals and help them be successful in their day-to-day work and beyond.
• Support our customers by handling escalations, proactive outreach, and incident response, as well as pitching in on inbound inquiries to stay close to our customers’ needs and your team’s work.
• Grow our team by sourcing, interviewing, and training new members of the Customer Experience team, as well as identifying opportunities for continuous improvement.
• Review performance and high level CX metrics, as well as qualitative analysis of customer conversations, to ensure that we’re meeting our customers’ expectations.
• Manage schedules, timecards, time-off requests, and the other operational work that keeps the team moving.
• Partner with product teams to understand and incorporate new feature launches into existing CX processes and knowledge.

Customer Experience Team Lead

Marketing

• Own Day 0–60 onboarding and long‑term retention flows: welcome/education, side‑effect management, dosing/titration explainers, monthly visit nudges, refill & shipment reminders, “approaching end‑of‑cycle” prompts, and habit‑building content.
• Run ongoing tests (content, cadence, channel mix) with proper control/holdouts; read results, ship winners, document playbooks.
• Segment intelligently (e.g., track, payment path, condition flags) to personalize journeys while clarifying care‑visit vs. medication coverage and setting expectations.
• Implement save/win‑back based on churn signals (missed visit, paused shipments, side‑effect flags); partner with Support/Care for escalations.
• Maintain compliance & accuracy: fair‑balance lines when discussing medications; consistent “compounded, not FDA‑approved” disclosures as required.
• Tooling & ops: Build, QA, and monitor flows in our ESP/SMS/push stack; manage deliverability, suppressions, and attribution hygiene.
• First‑90 deliverables: baseline the retention funnel, ship a prioritized roadmap, launch at least one end‑to‑end Day 0–30 flow refresh with measurable lift, and deliver monthly readouts tying lifecycle lifts to LTV:CAC goals and higher‑fit segment strategy.

Manager, Customer Lifecycle Marketing

Full-stack Engineer

• Design, implement, and ship experiments and features that improve conversion, activation, and retention across Found’s member-facing applications.
• Build and maintain full-stack systems with Node.js (Express, NestJS) and React (Material UI, Next.js), with opportunities to contribute to our React Native mobile app.
• Integrate with third-party systems that power payments, subscriptions, and lifecycle tools.
• Work with product and analytics partners to design data-driven experiments in Amplitude, and use results to guide roadmap decisions.
• Collaborate with other engineers to improve reliability, performance, and code quality across the stack.
• Contribute to a strong engineering culture by sharing knowledge, reviewing code, and collaborating with teammates.
• Collaborate closely with product managers, designers, and data analysts to experiment, ship features, and improve performance across our web and mobile experiences.

Senior Software Engineer, Consumer Experience

• Support our customers via phone, chat, and email channels during Found’s support business hours. This role will specifically work Monday through Friday, 9am to 5pm ET. We will consider all candidates regardless of location to work within those hours.
• Maintain our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all of the information they need before contacting support.
• Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as Found continues to grow.
• Identify gaps in our internal processes on the CX team and help develop and implement improvements.
• Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering.

IT and Security Operations Specialist

Customer Experience Team Lead

Manager, Customer Lifecycle Marketing

Senior Software Engineer, Consumer Experience

Customer Experience Associate