[Hiring] Customer Experience Associate @CollectiveOS

Role Description

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.

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.

Qualifications

• Member-obsessed.
• A clear, warm communicator.
• Calm and detail-oriented under pressure.
• Coachable and eager to grow.
• AI-native.
• Sound judgment on scope and safety.
• Mission aligned.

Requirements

• Prior experience in customer service, retail, hospitality, or another people-facing role (nice to have).
• Familiarity with support tools like Intercom, Zendesk, or similar (nice to have).
• Interest in health, wellness, or the startup world (nice to have).

Core Responsibilities

• Own day-to-day member conversations.
• Respond to member questions and issues over email and chat with warmth, speed, and accuracy, from order status to billing to general account questions.
• Work the playbook, and help improve it.
• Hit your individual targets.
• Triage support vs. medical questions.
• Flag urgent issues immediately.
• Be a feedback channel, not a dead end.
• Grow with the team.

Compensation & Growth

$50,000-$70,000 salary plus equity. As an early hire on the support team at a seed-stage company, you'll have the chance to grow your scope and responsibility (and compensation) quickly as we scale, with a real path toward more senior support and leadership roles as the team expands.