Customer Experience Lead

raizz is building a new kind of sleep wearable, one designed not just to track sleep but to actively support better nights. Unlike wearables that hand you a report in the morning, raizz uses vibrational neurotechnology to help people fall asleep faster and wake less during the night. The technology is built on clinical sleep science by a team with backgrounds at Apple and Stanford in product design and hardware engineering. We are well funded and backed by top-tier venture capital firms.

Role Description

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 grow it into a team.

You'll start hands-on with customers, define how we support them, then hire and lead the team as we scale. This is a full-time, remote role based in the United States, reporting directly to the founding team.

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

Qualifications

• 3–6+ years in Customer Experience, Customer Support, Customer Operations, or a related role
• Experience supporting consumer-facing products in wearables, consumer electronics, or health and wellness software
• Strong technical troubleshooting and problem-solving skills
• A proven track record of improving CX processes, systems, or workflows, not just resolving tickets
• Experience in an early-stage or 0→1 environment, with the ability to bring structure to ambiguity
• Excellent execution, with strong ownership and a willingness 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 day one 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, marketing, 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.

Pay: $95,000.00 - $125,000.00 per year

Benefits

• Employee discount
• Health insurance

Work Location: Remote