Customer Experience Lead

Responsibilities

• Own the customer support experience across written channels including email and messaging
• Manage and coach a small team of contractors through training and ongoing feedback
• Drive operational excellence by deploying AI workflows and building documentation
• Identify recurring customer issues and partner with Product, Engineering, and Operations to resolve root causes
• Evolve support tooling and AI automation to improve speed and accuracy
• Build scalable knowledge resources including internal SOPs and customer-facing help content
• Track and report on support health metrics such as CSAT, volume, and response times
• Own customer escalations and partner with Merchant Success and Product teams

Requirements

• 3–5 years of experience in customer support or customer experience
• Direct ownership of common support metrics
• Strong written communication skills
• Understanding of core support metrics like CSAT, response time, and resolution rate
• Proven track record of improving processes
• Ability to analyze trends and communicate insights to cross-functional partners
• Experience managing or mentoring others

About the Company

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies. This role is for a leading consumer Health & Wellness Platform that has existing partnerships with Eight Sleep, WHOOP, Momentous, Peloton, and other top brands.