Founding Customer Experience Associate

Overview

We're looking for a resourceful, hands-on Customer Experience Associate to be the first CX hire at Clair and to build the support function from the ground up. Over five thousand Founding Members have already paid for a device, with more on the waitlist. First units will be delivered in 2026, starting in the US and expanding to the UK, EU, Australia and other markets through 2027.

This is a two-part job. Before launch, you help build the system: the help desk, the knowledge base, the policies, the escalation paths, the AI layer. After launch, you live in it: personally reading and answering a large share of the first several thousand tickets Clair ever receives. There is no queue to inherit, no macro library to learn, and no playbook to follow. You'll be writing them.

You'll work directly with our Head of Operations, who owns CX system design. You're not being handed a blank page and left alone with it but you're not being handed a finished system either. What you help build is what you'll run.

Description: What You'll Do

Front-Line Support

• Own the daily ticket queue across email and chat, hitting response and resolution targets while volume is spiky and the product is brand new
• Handle the hard ones personally: a device that won't pair, a test result someone doesn't understand, a delivery that never arrived, a Founding Member who is upset about a delay
• Support the surge team and our international distributors as production scales and we launch in new markets and channels.

Systems, Tooling & Documentation

• Write and publish the knowledge base: 60 to 80 articles covering setup, pairing, the test kit, subscriptions, shipping, returns and warranty. This is the single most important pre-launch CX asset; every deflection number we've modeled depends on it.
• Configure the help desk: channels, macros, routing rules, SLAs, tagging, and the ticket taxonomy our reporting is built on
• Draft customer-facing policy language for returns, warranty, RMA, shipping and our satisfaction guarantee, and keep published and internal versions in sync as legal review lands
• Build and maintain the CX runbook: escalation paths, response scripts, the RMA flow, and internal guardrails on what support may and may not say about health and fertility
• Run the pre-launch dry run — synthetic tickets end-to-end through the live system, finding routing and escalation gaps before customers do

AI Leverage

• Draft and refine the AI-assist layer's prompts, grounding content and guardrails against our knowledge base
• Review AI-drafted responses before they send, and feed every correction back into the system so the same mistake doesn't recur
• Identify which ticket categories are safe to move from assisted to automated, and make the case with accuracy data rather than intuition
• Use AI aggressively in your own workflow — drafting articles, summarizing ticket themes, spotting patterns across hundreds of conversations. We'd rather you spend an afternoon automating something than a week doing it by hand
• Respect one hard boundary: this is a health product, and a confidently wrong answer about fertility or contraception is a regulatory event, not a bad review. AI drafts, humans send, until we've earned the right to change that — and you'll help decide when we have

Quality, Compliance & Voice of the Customer

• Capture complaints to a standard that holds up under FDA scrutiny — our ticketing system is our complaint file, and how a ticket is tagged has consequences well beyond the ticket
• Maintain tagging discipline against the taxonomy, since tags cannot be applied retroactively and orphaned data costs us the analysis
• Run the weekly voice-of-customer review: top five ticket drivers, what they cost us, and what product or ops should do about them — with evidence, not anecdotes
• Track and report the metrics that matter: contact rate per shipped unit, first-72-hour contact rate, first response and resolution time, CSAT, and deflection split between self-serve and AI

Who You Are

• A strong writer: you write clearly, warmly and briefly. Most of this job is writing — to customers, in the knowledge base, in policy documents — and it needs to be right the first time
• A documenter by instinct: when you solve something twice, you write it down the second time. If your first thought reading this posting was about how you'd organize it, that's the instinct we're hiring for
• Comfortable with ambiguity: when there's no policy for the situation in front of you, you find the answer, get it decided, and write it down so the next person doesn't have to ask.
• Technically curious: you don't need to code, but you're the kind of person who can get in the weeds of a technical problem and not be content until you find a solution. You’re thinking about automation/efficiency often.
• Genuinely fluent with AI: you use them daily, you have real opinions about where they're reliable and where they aren't, and you can tell a good output from a confidently wrong one
• Emotionally steady: some tickets will involve sensitive health issues or a customer who is angry and right. You can be kind and accurate at the same time
• Scrappy and adaptable: you want to be involved in building the support function. The systems and SOPs are still being written and you get to write them
• Mission-driven: you believe in what we’re building at Clair.

Requirements

• One to four years in customer experience, support, or a comparable operational role — ideally at a consumer hardware, connected device, or subscription company. A strong recent graduate with real ownership experience is welcome to apply
• Excellent written and verbal English, able to provide writing samples or a portfolio of customer-facing or internal documentation you've produced
• Demonstrated fluency with AI tools in a working context, and the judgment to know where they can and cannot be trusted
• Comfort with a busy, spiky workload — roughly 60% of first contacts arrive within 72 hours of a unit being delivered, so this work does not arrive evenly
• Willingness to own unglamorous foundational work — taxonomy design, macro libraries, tagging discipline — with the same care as customer conversations

Preferred (not required):

• Hands-on experience in a modern help desk platform (Kustomer, Gorgias, Zendesk, Intercom or similar) — configuration and administration, not just answering tickets in one
• Experience launching a physical product or supporting one through its first year in the field
• Shopify, subscription billing, or reverse-logistics and RMA exposure
• Any experience in a regulated environment — medical device, diagnostics, supplements, or finance
• Knowledge base or technical writing experience on a consumer product
• A second language, particularly Spanish or Mandarin.

Work Style

• Location: San Francisco / Palo Alto strongly preferred. The first months are build months, and proximity to the team while we design this is worth a great deal. 
• Hours: Full-time. Expect elevated hours and some weekend coverage in the weeks immediately following each shipping wave, when contact volume concentrates
• Communication: Strong written and verbal communication skills
• Team: Collaborative and open to feedback from a fast-moving founding team

What We Offer

• Compensation: $60,000 - $85,000 per year, plus meaningful early-employee equity
• Company-sponsored health insurance, monthly wellness stipend
• Direct mentorship from founders and the senior operations team
• Ownership of the customer experience function at a venture-backed startup heading into commercial launch — you build it, then you run it
• A Clair device of your own, once they exist
• A mission you can believe in, building tools that help women understand their own bodies!
• Questions or applications: careers@wearclair.com