Customer Experience Lead

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies.

Were 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.

As Customer Experience Lead youll 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: youll spend meaningful time directly supporting customers while simultaneously leading continuous improvement across tooling documentation and team performance. Youll combine high-quality written communication with operational rigor shipping SOPs improving AI workflows and turning customer feedback into clear actionable product insights.

• 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.

• 35 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.