Customer Experience Team Leader/Manager (Remote)

Lifeforce; Santa Monica (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

Lifeforce, a leader in longevity medicine, seeks a Customer Experience (CX) Team Leader/Manager to enhance customer service through effective team leadership and process improvement. This role offers the opportunity to shape CX strategies in a dynamic startup environment, ensuring high-quality service and team performance.

Benefits

Remote working environment

Generous benefits package including Healthcare, Dental, and Vision

Complimentary Lifeforce Membership for Full Time Employees

Equity Participation in the Company

Professional development opportunities

Collaborative and innovative work environment

Qualifications

• 5+ years in a customer-centric environment, ideally in high-growth companies.
• 3+ years managing and coaching CX teams.
• Experience in startup or program-building environments.

Responsibilities

• Lead and develop a team of 10–15 internal CX agents.
• Oversee day-to-day operations and performance monitoring.
• Proactively identify performance gaps and drive improvement strategies.

Skills

Customer-centric

Leadership

Analytical thinking

Communication

Coaching

Problem-solving

Tools

Zendesk

Job description

JOIN THE WORLD LEADER IN LONGEVITY MEDICINE

Americans are demanding a better way to take control of how they feel and how long they’ll live.

Over the next decade over one trillion dollars will flow from traditional sick-care to proactive health programs. As the largest longevity medicine program in the world, Lifeforce is accelerating the shift towards more personalized, effective, and empowering healthcare.

Founded in collaboration with clinical and scientific leaders from Cleveland Clinic, Mass General Hospital, and Harvard Medical School, Lifeforce combines everything needed to safely track and optimize how your body is functioning now and in the decades ahead. Comprehensive diagnostics, hands-on clinical experts, certified health coaches, and customized supplement, pharmaceuticals, and lifestyle protocols - all accessed from your home at the price of a gym membership.

ABOUT THE ROLE:

We’re looking for an experienced and people-driven Customer Experience (CX) Team Leader/Manager to coach and support a growing team of internal and external CX agents. In this role, you’ll be responsible for ensuring world-class customer service through performance coaching, operations oversight, and continuous improvement of team workflows.

You’ll collaborate closely with cross-functional teams, support product launches, and help shape CX processes in a fast-paced, startup environment. This is a high-impact leadership role ideal for someone who thrives in dynamic, mission-driven settings and knows how to build trust, accountability, and excellence into everything they lead.

KEY RESPONSIBILITIES

• Lead, coach, and develop a team of 10–15 internal CX agents, fostering a culture of high performance, accountability, and empathy.
• Oversee day-to-day operations for the internal CX team, including real-time workflows, scheduling, shift approvals, reporting, and QA.
• Ensure effective resolution of all escalations.
• Monitor and manage CX program performance, track recurring issues, and implement continuous feedback loops to drive quality and efficiency.
• Guide ticket management and resolution processes, providing real-time coaching and feedback.
• Proactively identify performance gaps or process inefficiencies and drive improvement strategies.
• Partner with other CX leaders and stakeholders to maintain a collaborative, inclusive, and engaged team culture.
• Support product launches by giving feedback, helping with testing, and ensuring readiness from a CX perspective.
• Contribute to cross-functional projects and improve how the CX team works with Product, Engineering, Operations, and others.
• Build and enhance playbooks, workflows, and SOPs to support scaling efforts.
• Participate in hiring efforts and team growth planning.
• Availability to work flexible hours, including weekends or holidays, when necessary.

EXPERIENCE & SKILLS REQUIRED

• 5+ years of experience in a customer-centric environment, preferably in fast-paced, high-growth companies.
• 3+ years of direct CX experience managing, coaching, and developing agents and/or teams to meet performance goals (required).
• Proven experience in startup or program-building environments (required).
• Hands-on experience with Zendesk and managing omni-channel customer service (chat, phone, email, etc.).
• Demonstrated success leading remote teams.
• Experience in the healthcare space is ideal.
• Deep knowledge of personalized customer support and high-touch, relationship-building service models.
• Strong communication skills across all channels — written, verbal, and interpersonal.
• Ability to coach others in prioritization, time management, and operational execution.
• Analytical and systems-thinker with problem-solving skills and comfort with metrics.
• Skilled in onboarding and training team members across tools and systems.
• Collaborative and adaptable; you thrive in ambiguity and enjoy solving evolving team challenges.
• Committed to building a feedback-rich environment and modeling constructive feedback loops at every level.

WHAT YOU BRING

• A growth mindset and a passion for building exceptional customer experiences.
• High emotional intelligence, resilience, and strong leadership instincts.
• A self-starter mentality who values both independent ownership and team collaboration.
• Desire to make a meaningful impact in a mission-driven, people-first company.

WHAT WE OFFER

• Remote working environment
• Company provided computer and other required equipment
• Generous benefits package including Healthcare, Dental, and Vision
• Complimentary Lifeforce Membership for Full Time Employees
• Equity Participation in the Company
• Professional development opportunities
• Collaborative and innovative work environment

$80,000 - $120,000 a year

We are committed to fostering a diverse and inclusive workplace and encourage candidates from all backgrounds to apply.

#LI-Remote