TruMed Systemsorporated

Customer Experience Lead

Los Angeles, CA or Austin, TX

Sponsorship not specifiedDetected 91 days ago

Customer SupportResearchCommunicationMentoring

About the role

This is a hands-on role: you'll spend meaningful time directly supporting customers while simultaneously leading continuous improvement across tooling, documentation, and team performance.
You'll combine high-quality written communication with operational rigor - shipping SOPs, improving AI workflows, and turning customer feedback into clear, actionable product insights.

Own the customer support experience across written channels (email and/or messaging).
Manage and coach a small team of contractors - set clear expectations, deliver training, and provide ongoing feedback.
Identify recurring customer issues and partner with Product, Engineering, and Operations to resolve root causes.
Evolve support tooling - including AI automation - to improve speed, accuracy, and consistency across all agents.
Build scalable knowledge resources, including internal SOPs and customer-facing help content, that reduce inbound support volume over time.
Own customer escalations as needed
Support is treated as a revenue driver, not a cost center - every customer interaction is an opportunity to build loyalty and increase LTV.
Support operations run smoothly and predictably, with clear workflows, strong documentation, and consistency across agents.
Customer experience is a core business driver at Truemed - this role exists to ensure every customer interaction builds trust, loyalty, and long-term value rather than simply resolving tickets.
As we grow, this role is the connective tissue between customers, Product, Engineering, and Operations - translating front-line support signals into decisions that shape the product and reduce friction at scale.

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

Today's healthcare system spends less than 3% of the $4.3T in annual spending on prevention.

Drive operational excellence: deploy and improve AI workflows, conduct QA, and build macros, templates, and documentation that help agents support customers consistently and efficiently.
partner with Merchant Success and Product teams to ensure customers receive clear, empathetic, and successful outcomes.
Customers consistently receive fast, high-quality, results-oriented responses.

This listing is sourced directly from TruMed Systemsorporated's careers page and normalized into a canonical job model.