Outlive · 1 day ago
Customer Experience Lead
United States
Full-time
Remote
Mid, Senior Level
$120K/yr - $160K/yr
4+ years expOutlive is a company focused on improving long-term health through evidence-based products. They are seeking a Customer Experience Lead to build and manage a world-class system for onboarding and supporting users, leveraging AI while maintaining a human connection.
Computer Software
Responsibilities
Build all CX systems, workflows, and tooling
Develop the first version of CX knowledge bases, automations, macros, and AI-supported workflows
Partner with product to define feedback channels, escalation paths, and insights loops
Serve as the primary point of contact for users, handling tickets, requests, issues, and troubleshooting
Use user data, patterns, and sentiment to identify root causes and propose product or experience improvements
Build clear processes for incident response, bug triage, and user communication
Maintain a live pulse on user behavior, drop-off points, and moments of delight or confusion
Create the framework for onboarding, customer education, and long-term engagement
Build an experience that reflects Outlive’s premium design and scientific rigor
Craft communication templates, help center content, and support pathways
Use AI selectively to streamline content development, surface relevant resources, and enhance personalization without losing the human tone and judgment that define the Outlive experience
Implement and manage tooling (Intercom, Zendesk, or similar) with an eye toward thoughtful automation
Leverage AI to improve responsiveness and efficiency where appropriate (e.g., triage, suggested replies, pattern detection)
Respond to user issues with empathy, clarity, and exceptional professionalism
Diagnose issues quickly and escalate effectively to engineering or product
Serve as the voice of the user inside the company
Identify patterns in user questions, complaints, errors, and churn predictors; using AI-assisted analysis when helpful to spot trends earlier
Deliver insights that help us improve features, tighten flows, and reduce friction
Participate in product reviews and roadmap discussions to advocate for user needs
Work closely with Product, Engineering, and Design on prioritization and user-impacting decisions
Ensure CX and product remain fully aligned on timelines, messaging, and expectations
Build internal communication loops that ensure nothing gets dropped
Qualification
Required
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
Preferred
Experience supporting a premium consumer product
Behavioral psychology, coaching, or habit-formation background
Basic familiarity with longevity, wellness, or proactive health domains
Experience building help centers, macros, and support automations
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.
Company
Outlive
Outlive is building the operating system for Medicine 3.0, helping people take ownership of their future health by turning longevity science into daily, personalized action.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase