Customer Experience Manager

About the Company and the Role Welltory is one of the world’s most popular health monitoring apps with 17 million downloads across 130 countries. We combine biometrics, science, AI, and design to help people better understand their health and well-being. We see support not just as a service channel, but as a product growth engine. We use AI to automate tasks, scale communication, and improve user satisfaction. And now, we’re looking for people who want to build the future of support with us. In our app, support is not just about fast replies — it's a way to help users make sense of their health and truly experience the value of our product. We’re looking for an Customer Experience Manager — someone who enjoys working with user requests, helping people understand complex data, testing AI-powered solutions, and improving user experience. What We’re Looking For - 3+ years of experience in customer support, customer success, or operations — ideally in tech products where user experience and metrics matter - Ability to handle technical requests — from bugs to subscriptions and data source syncing - Hands-on experience with AI tools, LLMs, and automation - Comfortable working with product, engineering, and AI teams - Excellent English skills — both written and verbal — and the ability to write clear, informative messages - Solid grasp of user psychology and a knack for solving complex cases - Ability to break down complex topics into plain, user-friendly language - Tech-savviness and curiosity — you enjoy figuring things out - Interest in wearables and health data (HRV, sleep, stress) — you’ll explain what users’ numbers mean and dig into interesting complex issues. - Comfortable with data: Amplitude/Metabase dashboards, basic SQL or Python, working with APIs.  What You’ll Do - Help users via Intercom, email, app stores, and social media - Handle user requests related to subscriptions, data syncing, integrations, and more - Work hands-on with Megan, our AI support agent that already resolves over 60% conversations, review and rate its answers, test new prompts and pipelines, and find where it fails. - Automate workflows using no-code tools like n8n - Improve key support metrics — reduce churn and refunds, speed up resolution time, and boost response quality - Handle sensitive conversations with care: users with chronic conditions, health anxiety, and privacy/data-deletion requests (GDPR).  Our Stack We love automation and lean on AI tools to scale. You don’t need to know all of them — what matters is your ability to learn quickly. - Intercom - ChatGPT, Claude - Notion, Confluence - Slack - Asana - Figma - Amplitude, Metabase What We Offer - Flexible hours & a high-trust culture — we care about results, not clock time - Competitive salary, performance-based bonuses, and stock options - Access to a therapist & employee support program - Health insurance - Support for personal learning and development - Unlimited vacation policy - Culture of openness, honesty, and high standards How to Apply Click Apply for this job and send your application. What happens next: - You’ll get an email with a 30‑minute questionnaire to share your contact details, resume link, and experience. We review every application and will get back to you either way. If we’re a good match, the next steps are: - Test assignment - Culture Fit interview with HR - Technical interview with the hiring manager We’re building AI-first support — at the intersection of communication and technology. Our approach helps people around the world better understand their health, feel genuinely cared for, and see real value in what we build. Does this sound like you? Send us a message — we read every application and will get back to you.