Customer Experience Lead

Location: Hybrid in Los Angeles, CA or Austin, TX; Los Angeles preferred

Company

hirify.global builds infrastructure that enables health and wellness merchants to accept HSA/FSA funds for healthy food, exercise equipment, supplements, and related products.

What you will do

• Own the customer support experience across written channels, including email and messaging.
• Manage and coach a small team of contractors through clear expectations, training, and ongoing feedback.
• Improve support operations by deploying AI workflows, conducting QA, and building macros, templates, SOPs, and documentation.
• Identify recurring customer issues and partner with Product, Engineering, Operations, and Merchant Success to resolve root causes.
• Build internal knowledge resources and customer-facing help content to reduce inbound support volume.
• Track CSAT, support volume, response times, resolution quality, and customer reviews; own escalations when needed.

Requirements

• 3–5 years of experience in customer support or customer experience.
• Direct ownership of support metrics such as CSAT, response time, and resolution rate.
• Strong written communication and the ability to communicate trends and proposed solutions clearly.
• Demonstrated experience improving processes and building repeatable workflows.
• Experience managing or mentoring others.
• Ability to work collaboratively across functions, prioritize under pressure, and operate in ambiguity.

Nice to have

• Experience with healthcare, payments, or compliance-adjacent products.
• Experience with AI-enabled workflows or automation.
• Familiarity with support platforms, macros, templates, analytics dashboards, and help centers.

Culture & Benefits

• Compensation and equity in the top decile for Series A startups.
• Medical, dental, and vision insurance with employer-sponsored HSA contributions.
• 401(k) plan.
• Unlimited PTO.
• Coworking and learning-and-development stipends.
• Two company offsites and two team offsites per year.