Customer Experience Lead

Remote — U.S. | Full-time

Contact: [email protected]

Raizz is building a new kind of sleep wearable designed not just to track sleep, but to actively support better nights. We are well funded and backed by top-tier venture capital firms.
As we prepare to launch our first product, we're hiring our first Customer Experience leader to build our U.S. CX function from the ground up and grows it into a larger team.
You'll start hands-on with customers, define how we support them, then hire and lead the team as we scale.

What You'll Do

• Own customer support across email, chat, and other channels
• Troubleshoot hardware, app, connectivity, sleep-data, and account issues
• Build our support workflows, SOPs, knowledge base, escalation paths, and CX metrics
• Own returns, replacements, warranties, and other post-purchase experiences
• Turn patterns in customer feedback into actionable insights for product and engineering
• Select and improve our customer support tools
• Recruit, onboard, and lead CX team members as the function grows

What We're Looking For

• 3–6+ years of experience in Customer Experience, Customer Support, Customer Operations, or a related role
• Experience supporting consumer-facing products in at least one of the following: wearables, consumer electronics, or health / wellness software
• Strong technical troubleshooting and problem-solving skills
• A track record of improving CX processes, systems, or workflows, not just resolving tickets
• Experience working in an early-stage or 0→1 environment, with the ability to bring structure to ambiguity
• Hands-on, strong ownership, and willing to jump in wherever needed
• Excellent written and verbal communication, with strong judgment and empathy in customer interactions
• Experience mentoring, managing, or helping build a team is a plus

This Role Is for You If

• You've been an early support hire at a consumer hardware or health tech company, and you were the one who wrote the macros, built the help center, and took the escalations
• You've trained or led teammates, formally or informally, and you're ready to build and manage a team of your own
• This is not the right role if you want to manage from the start without working directly with customers.

Why Raizz

You won't inherit an established support organization — you'll help create one.
You'll work directly with the founders and closely with product, engineering, design, and operations. What you build will shape how Raizz works with its customers as we launch and grow.

Compensation & Benefits

Base salary: $95,000 – $125,000, plus potential equity. We're flexible on this package, weighted between cash and equity.
Monthly medical insurance reimbursement.