Customer Experience Team Lead

Midlife isn't what it used to be, and that's a great thing. Our 30s, 40s, and 50s+ are now years of growth, achievement, and exploration. Yet, we all still have to navigate changes in physical and mental performance as we age. It doesn't have to be that way - and we need your help to make it so. 

Lifeforce (www.mylifeforce.com) makes it easy to understand your body and keep living at your peak. Launched in February 2022, the Lifeforce membership combines everything you need to track your key biomarkers and get the insights, tools, coaching, and clinical expertise to be at your best for yourself and the people you care about. One convenient, integrated solution guiding you to the right health-optimization decisions at the right time. 

Lifeforce was created in partnership with Tony Robbins, Dr. Peter Diamandis, and M13, some of the biggest influencers in the performance medicine and longevity space (Tony and Peter's recent book on this topic, also called Life Force, is a 2022 NYT bestseller). Our model was built alongside scientific advisors from the Cleveland Clinic, Mass General Hospital, Boston University, and Harvard Medical School. 

After strong traction in our first year, we want to expand our Experience team. As the Customer Experience Team Lead, you will collaborate with our providers and internal experience teams to build relationships with our members, understand their unique needs, go above and beyond to solve problems, and navigate them smoothly through our process. As a team, you will educate our customers on how our diagnostic tests, supplements, pharmaceuticals, and expert care combine to support their peak performance. In this role, you will work in partnership to ensure that each touchpoint across the customer journey is engaging, efficient, and effective. This role will directly impact our member experience by identifying trends with our members and ultimately providing outstanding support.

The Customer Experience Lead will also lead team calls and provide inspiration and leadership for the organization while driving improvement across the team. This position represents an amazing opportunity for an ambitious individual with a passion and gift for delivering high-touch, ongoing member support and leadership.

As Cx Team Lead you will:

• Responsibilities:
• Lead, coach, and develop a team of 81-12 internal CX agents to deliver excellent customer service through coaching, monitoring performance, and providing feedback
• Execute day-to-day business management duties for our internal and outsourced CX teams, including real-time workflows, scheduling, shift approvals, reporting and QA
• Serve as a key point of contact and escalation resource for the CX team. Manage the program’s performance, create continuous feedback loops and track issues to ensure both quality and efficiency are being delivered
• Provide overall direction with ticket management and resolution, providing feedback along the way
• Seek out information to identify gaps and drive continuous performance improvement from your team as a whole and your individual agents
• Work collaboratively with other members of the leadership team to foster a team environment where people want to work 
• Support product launches by providing feedback and assisting with various stages of testing
• Ability to work non-standard business hours, including weekends & holidays, may be required 
• Foster cross-team collaboration and continuously improve ways of working with cross-functional teams and partners
• Build playbooks and processes, and lead initiatives to further improve on them and enhance current activities
• Support hiring, training and general team onboarding 

What you'll bring to Lifeforce:

• 5+ years experience in a dynamic, customer-focused environment
• 3+ years of experience leading, coaching, developing, and motivating teams
• Experience in a startup, program-building environment is required 
• Experience in a healthcare-related startup is ideal
• Omni-channel contact center experience is strongly preferred
• Extensive experience with multi-faceted, personalized customer support delivery with high expectations for customer satisfaction
• Experience managing teams remotely is required 
• Experience with Zendesk is required
• Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms
• Demonstrated ability to solve problems analytically 
• Exceptional communication skills across all channels is required
• Effective time manager who has the ability to coach others to work more effectively 
• Strong planning, organizational, and time management skills and manage/adapt to changing priorities easily
• Self-starter mindset who also thrives when collaborating with working teams
• Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager