Customer Experience Lead

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies. We’re filling this role for a client, a leading consumer Health & Wellness Platform — that has existing partnerships with Eight Sleep, WHOOP, Momentous, Peloton, and other top brands. JOB DESCRIPTION As Customer Experience Lead, you'll own the day-to-day support experience across written channels while building the systems, workflows, and team capacity that allow us to scale without sacrificing quality. 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. RESPONSIBILITIES - 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. - Drive operational excellence: deploy and improve AI workflows, conduct QA, and build macros, templates, and documentation that help agents support customers consistently and efficiently. - 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. - Track and report on support health metrics: CSAT, volume, response times, resolution quality, and customer reviews. - Own customer escalations as needed; partner with Merchant Success and Product teams to ensure customers receive clear, empathetic, and successful outcomes. QUALIFICATIONS - 3–5 years of experience in customer support or customer experience, including direct ownership of common support metrics. - Strong written communication skills. - Understanding of core support metrics (CSAT, response time, resolution rate) and demonstrated ability to influence them. - Track record of improving processes, not just executing them. - Ability to analyze trends and communicate insights clearly to cross-functional partners. - Experience managing or mentoring others.