Customer Support Lead

Customer Support Lead

Full-time

Remote

Remote, US

We are looking for a Customer Support Lead with 4-8 years of experience to own and build the member support experience from the ground up at Collective, a pre-launch health and longevity platform making peptides and GLP-1s accessible and affordable. You'll blend hospitality-level empathy with technical infrastructure know-how to stand up the entire support operation - shaping products, policies, and processes as you go. This is a high-agency, zero-to-one role reporting directly to the COO, working closely with engineering, design, and physician partners. The team behind Collective helped build three D2C unicorns (Thrive Market, LMNT, Function Health), and you'll be joining at the ground floor of a category-defining moment.

What will you be doing?

• 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

Seniority

• 4 - 8 years of experience in customer support/service operations at a D2C or tech company

Work experience

• 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

Hard skills

• 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

Soft skills

• Exceptional written communicator - conveys warmth and clarity in few sentences

Miscellaneous

• Must be US- based and work US business hours
• Interest in peptides, GLP- 1s, or longevity health space