Sesame

2 months ago

Customer Experience Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead and build Sesame's customer experience function from the ground up, shaping support across hardware and software, defining processes, KPIs, and self-service tools, while partnering with product, marketing, and engineering to turn customer insights into improvements.

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Lead customer support across hardware and software to deliver outstanding customer experiences.
•Build and execute a vision for best-in-class, scalable support in an era of AI, and set up KPIs and tooling to reach that north star.
•Grow and mentor a team of support specialists with a culture rooted in customer empathy.
•Develop and implement support processes, workflows, and documentation that cover the full product experience, including software subscriptions, physical product returns, and more.
•Partner with marketing to build a modern help center that is accessible across our platforms.

Pay and Benefits

Salary: USD 125,000 - 240,000 annually

Perks:401kHealth InsuranceVisionDentalPaid LeaveEquity

Key Requirements

•5+ years of customer support experience, including at least 2 years in a lead or management role.
•Strong understanding of consumer product support best practices.
•Experience with support tools and ticketing systems (Zendesk, Intercom, or similar).
•Experience supporting consumer software products.
•Experience building knowledge bases, help centers, and self-service tools.
•Experience working with outsourced support vendors.
•Proven ability to build support processes from scratch while remaining deeply involved in hands-on customer interactions.

Experience:5+ yearsConsumer productsHardwareSoftware

Skills:Customer serviceEmpathyLeadershipOperational excellence

Languages:English

Tech Stack:ZendeskIntercomHelp centerSelf-service

Company Brief

Sesame

Operates an online marketplace connecting patients with affordable direct-pay healthcare services, offering telemedicine and in-person appointments with doctors, dentists, therapists, and specialists without insurance, focusing on transparent pricing and accessible care.

Industry: HealthTech

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: New York, United States

Founded: 2016

Website

Loading job details...

Preparing the role view and application actions.

Sesame

2 months ago

Customer Experience Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Lead customer support across hardware and software to deliver outstanding customer experiences.
•Build and execute a vision for best-in-class, scalable support in an era of AI, and set up KPIs and tooling to reach that north star.
•Grow and mentor a team of support specialists with a culture rooted in customer empathy.
•Develop and implement support processes, workflows, and documentation that cover the full product experience, including software subscriptions, physical product returns, and more.
•Partner with marketing to build a modern help center that is accessible across our platforms.

Pay and Benefits

Salary: USD 125,000 - 240,000 annually

Perks:401kHealth InsuranceVisionDentalPaid LeaveEquity

Key Requirements

•5+ years of customer support experience, including at least 2 years in a lead or management role.
•Strong understanding of consumer product support best practices.
•Experience with support tools and ticketing systems (Zendesk, Intercom, or similar).
•Experience supporting consumer software products.
•Experience building knowledge bases, help centers, and self-service tools.
•Experience working with outsourced support vendors.
•Proven ability to build support processes from scratch while remaining deeply involved in hands-on customer interactions.

Experience:5+ yearsConsumer productsHardwareSoftware

Skills:Customer serviceEmpathyLeadershipOperational excellence

Languages:English

Tech Stack:ZendeskIntercomHelp centerSelf-service

Company Brief

Sesame

Industry: HealthTech

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: New York, United States

Founded: 2016

Website