Customer Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist users through Intercom, email, app stores, and social media platforms.

• Address user inquiries related to subscriptions, data synchronization, integrations, and other concerns.

• Collaborate directly with Megan, the AI support agent, by assessing and rating responses, testing prompts and pipelines, and identifying areas of failure.

• Streamline workflows utilizing no-code tools such as n8n.

• Enhance support metrics by decreasing churn and refunds, accelerating resolution times, and improving response quality.

• Manage sensitive discussions involving chronic health conditions, health anxiety, and privacy/data deletion requests in compliance with GDPR.

⛳️ Requirements

• Over 3 years of experience in customer support, customer success, or operations.

• Ideally, experience in tech products where user experience and performance metrics are critical.

• Capability to manage technical inquiries, including bugs, subscriptions, and data source synchronization.

• Practical experience with AI tools, large language models (LLMs), and automation.

• Comfortable collaborating with product, engineering, and AI teams.

• Exceptional English communication skills, both written and spoken.

• Proficient in crafting clear and informative messages.

• Strong understanding of user psychology.

• Ability to tackle complex cases effectively.

• Skill in explaining intricate topics in accessible, user-friendly terms.

• Tech-savvy with a keen sense of curiosity.

• Interest in wearables and health data, including heart rate variability (HRV), sleep, and stress.

• Proficient in using Amplitude/Metabase dashboards.

• Basic knowledge of SQL or Python programming.

• Experience with API integration.

🏝️ Benefits

• Flexible working hours and a culture built on trust — we prioritize results over clock time.

• Performance-driven bonuses.

• Stock options available.

• Access to a therapist and employee support program.

• Comprehensive health insurance.

• Support for personal learning and development initiatives.

• Unlimited vacation policy.

• A culture that fosters openness, honesty, and high standards.