Customer Experience Associate

**Customer Experience Associate** ================================= Full\-time · Remote · US business hours **THE OPPORTUNITY** ------------------- You're joining at the ground floor of a category\-defining moment. 1 in 8 American adults have now taken peptides, and it's going mainstream fast. Collective is building the membership that makes the biggest medicine story of our generation actually affordable. GLP\-1s, peptides, and longevity therapies are changing what's possible for a person's metabolic health, but the current system prices out most of the people who need it most. Collective compounds direct personalized treatments: doctor prescribed, medical grade peptides, delivered through a real clinical program, at a fraction of what clinics and pharmacies charge today. Run by a team of operators and advisors that helped build three D2C unicorns: Thrive Market, LMNT, and Function Health. **THE ROLE** ------------ You'll be one of the first faces members meet when they need help, and the first line of trust in a company built on making complex medicine feel simple. Reporting to our Customer Experience Lead, you'll handle day\-to\-day member conversations across email and chat, using and helping sharpen the playbook, macros, and help content our Support Lead is building out. This is an entry\-level role with real room to grow. As Collective scales, so will the support team, and the people who join early and do great work are the ones we'll look to first for more ownership, more scope, and leadership roles on the team we're building. You'll get hands\-on coaching from our Support Lead, direct exposure to the founding team, and a front\-row seat to what it takes to build a category\-defining company. **WHAT WE'RE LOOKING FOR** -------------------------- **Member\-obsessed.** You take it personally when someone has a bad experience. You treat a frustrated member as a problem worth solving completely, not a ticket to close quickly. **A clear, warm communicator.** Most of this job is writing. You can explain something clearly and kindly in a few sentences, and you naturally read the tone a member needs. **Calm and detail\-oriented under pressure.** You can hold multiple conversations at once without dropping details, stay steady when things get busy, and double\-check yourself before hitting send. **Coachable and eager to grow.** You take feedback well, pick up new workflows fast, and want a role that will ask more of you over time, not stay the same forever. **AI\-native**. You're comfortable using AI tools day to day, whether that's drafting a reply, searching help docs, or working inside a modern support platform, and you're excited to get more fluent with them here. **Sound judgment on scope and safety.** You understand the difference between a support question and a medical one, and you know to escalate anything that might be urgent or safety\-related rather than guess. **Mission aligned.** You're curious about peptides, long