Job Description

Customer Support Lead — Consumer Health Startup

Remote, US | $120K–$150K base + equity

About the opportunity

An early-stage consumer healthcare company is building a membership platform that makes clinician-guided metabolic health and longevity treatments more accessible, reliable and affordable.

The company is preparing to launch and is looking for a Customer Support Lead to build its member-support operation from the ground up. You will combine hospitality-level empathy with the technical and operational skills required to create a scalable support function.

This is a high-agency, zero-to-one position working directly with company leadership and partnering closely with Product, Engineering, Design and clinical partners.

What you’ll do

• Build and own the customer-support infrastructure, including tooling, workflows, playbooks, macros, routing and escalation procedures.
• Configure and optimize platforms such as Intercom and AI-powered support tools.
• Deliver thoughtful, efficient support while treating member problems as opportunities to distinguish the company.
• Establish clear boundaries between customer-support and medical questions, ensuring members reach the appropriate resource quickly.
• Define and track response time, resolution time, CSAT, deflection and other service-level metrics.
• Use support data and member feedback to identify recurring problems and influence product and operational improvements.
• Build self-service and AI-deflection programs without compromising the quality of the member experience.
• Remain hands-on with member issues initially, then hire, coach and manage a dedicated support team as volume grows.

What we’re looking for

• Approximately 4–8+ years of customer-support or service-operations experience within a technology, D2C, telehealth or subscription-based business.
• Experience building support infrastructure, policies or processes from scratch—not simply operating within an established system.
• Demonstrated success scaling support during a period of rapid company or customer growth.
• Hands-on experience administering Intercom, Zendesk or a comparable support platform.
• Experience using AI and automation to improve workflows, draft content, manage knowledge or deflect routine questions.
• Comfort working with dashboards, operational metrics and basic SQL or self-service data tools.
• Strong cross-functional partnership with Product, Engineering, Design and Operations.
• Exceptional written communication that conveys warmth and clarity in very few words.
• A builder’s mentality and the ability to make progress without extensive structure or direction.
• Interest in consumer healthcare, metabolic health or longevity.

Why join

• Build an important customer-facing function from zero to one.
• Join a small, experienced team at the beginning of a new consumer-health platform.
• Shape the member experience, product and operating model before launch.
• Work remotely anywhere in the United States during US business hours.
• Receive meaningful early-stage equity in addition to a competitive base salary.

Compensation and eligibility

The anticipated base salary is $120,000–$150,000, plus early-stage equity. Candidates must be based in the United States and already authorized to work without current or future visa sponsorship.