Note: The job is a remote job and is open to candidates in USA. Collective is a pre-launch health and longevity platform making peptides and GLP-1s accessible and affordable. They are seeking a Customer Support Lead to build and own the member support experience, blending hospitality-level empathy with technical know-how to establish a scalable operation.
Responsibilities
- Build and own the entire customer support infrastructure - from tooling setup (Intercom, AI deflection) to playbooks, macros, and workflows - turning a rudimentary system into a mature, scalable operation
- Identify and resolve member problems while treating each interaction as an opportunity to distinguish Collective from competitors
- Define and enforce the boundary between support questions and medical questions, ensuring members always reach the right person fast
- Set, instrument, and hit aggressive SLAs (response time, resolution, CSAT, deflection) using data to drive continuous improvement
- Hire, coach, and manage a dedicated support team as volume grows, transitioning from hands-on individual contributor to people leader
Skills
- 4 - 8 years of experience in customer support/service operations at a D2C or tech company
- Built support infrastructure and policies from scratch (not just used existing tools)
- Scaled a support team through rapid growth at a startup or high-growth company
- Experience in D2C, telehealth, or subscription-based consumer products
- Hands-on with Intercom or similar support platforms and AI deflection tools
- Uses AI tools daily to automate workflows and draft support content
- Comfortable with data/dashboards and basic SQL
- Exceptional written communicator - conveys warmth and clarity in few sentences
- Must be US-based and work US business hours
- Interest in peptides, GLP-1s, or longevity health space
Company Overview