About the Role
The Role
Customer Experience Lead – Enterprise Programs & Support Operations
Location: Onsite, Full-Time | Austin, TX
Compensation: Hourly role (~$40,000 annual equivalent) + equity
Ideal Start Date: Immediate
We are seeking an empathetic, resourceful Customer Experience Lead to support users as they activate testing kits, access their results portal, and navigate the testing process. This role is the engine of our customer experience operations and ensures that participants in our testing programs have a smooth and reliable experience. It is ideal for someone who thrives in a dynamic environment, enjoys helping people solve real problems, and takes pride in building systems that make complex processes simple and scalable. In addition, you will identify recurring issues and help implement improvements and automation that reduce friction over time. This role also includes periodic travel to support large-scale testing events with enterprise partners across the United States, with opportunities to grow into broader customer operations and program leadership responsibilities.
Key Responsibilities
• Customer Support Ownership. Manage the shared support inbox and respond to user inquiries related to activation, portal access, shipping updates, and general program questions.
• Customer Experience & Process Improvement. Identify recurring issues and help improve processes so users can activate and complete testing smoothly.
• Documentation & Systems. Document common support scenarios and develop internal SOPs so processes are clear, repeatable, and resilient.
• Automation & AI Workflows. Look for opportunities to improve efficiency using automation tools, templates, and AI-assisted workflows that reduce repetitive tasks.
• Program Coordination.Coordinate with laboratory operations, logistics partners, and internal team members to resolve issues quickly.
• Field Testing & Customer Interaction. Travel periodically to testing events across the United States to support onsite testing operations and ensure a smooth experience for participants.
What Success Looks Like (First 6 Months)
This role is successful when the user experience becomes faster, clearer, and more reliable. Key success metrics include:
• 20% reduction in repetitive support tickets
• First response time consistently under 24 business hours
• 90% of recurring issues documented in internal SOPs
• A cross-training playbook enabling team members to cover support if needed
This role directly shapes how employees experience our testing programs.
When executed well:
• users activate tests smoothly
• issues are resolved quickly
• enterprise partners experience reliable program operations
• our team can scale without chaos
Who We Are Looking For
• A Service-Oriented Problem Solver: You enjoy helping people and take pride in making complicated things easier for others. Strong candidates often come from customer-facing environments such as hospitality, retail, healthcare support, or other fast-paced service roles.
• Empathetic and Customer-Focused: You communicate clearly, calmly, and professionally with people who may be confused or frustrated, and you genuinely care about helping them succeed.
• Organized and Detail-Oriented: You stay organized even when juggling multiple requests and small details.
• AI & Automation Mindset: You are curious about how modern tools can make work faster and more scalable. You don’t need to be an engineer, but you should be excited about using technology to eliminate manual work so you can focus on helping customers succeed.
• Strong Communicator: You are confident communicating with people both in writing and on the phone and are comfortable guiding someone step-by-step through a solution.
• Ownership Mindset: When something goes wrong, your instinct is to figure out how to fix it rather than pass the problem along.
• Comfortable in a Startup Environment: You enjoy figuring things out quickly, solving new problems, and improving systems when they break.
• Willing to Travel: This role includes periodic travel (approximately 10–20%) to support enterprise testing events across the United States.
Benefits
• Health: Up to $500/month reimbursed for insurance premiums and qualifying medical expenses.
• Retirement: 401(k) plan with a company match.
• Time Off: PTO annually, plus company holidays and sick leave.
Let’s build the future of preventive medicine—together. If you are passionate about laboratory medicine, committed to delivering accurate diagnostic results, and eager to build the automated systems of tomorrow, we encourage you to apply.
Know someone who fits the bill? Tag them below or send them our way.
Requirements
Preferred Qualifications
Experience in customer service, healthcare support, operations, or logistics.
Experience working in a startup or fast-paced environment.
Familiarity with ticketing systems, CRM tools, or automation platforms
Interest in serving customers, health technology, diagnostics, or preventive medicine.
About the Company
At EndlessDx (www.endlessdx.com), we’re building a clinical lab that marries analytical rigor with real-world impact. We are CLIA/CAP-accredited and laser-focused on delivering high-quality LC-MS/MS assays for screening and clinical programs that will change how preventive and precision medicine reach patients.
We are a small, fast-moving team that values speed, frugality, hard work, deep technical growth, and smart, practical science. This is not a sleepy corporate role—this is where you come to build serious grit, gain unparalleled hands-on experience, and accelerate your career. If you love developing robust methods and want your work to power actual patient care—not sit on a shelf—this is the place.