Outlive

Customer Experience Lead

Outlive

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $120,000 - $160,000 per year

Job Level

Senior

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experience systemscustomer successsupport operationsAI utilizationautomationworkflow managementprocess buildinguser feedback analysismetrics definitioncustomer education
Soft Skills
communicationempathyorganizationoperational instinctsdetail orientationbig-picture thinkingownershipadaptabilitymentoringcollaboration