Customer Experience & Support

What You'll do:
Were looking for someone who gets people and knows how to design systems that make them feel seen, supported, and understood As our Customer Experience & Support Manager, youll own how users experience Neurostellar, from onboarding and queries to feedback and community moments Youll handle the details, build the systems, and bring a clear, human voice to every interaction This is a hands-on role for someone whos organized, thoughtful, and energized by solving both individual issues and structural ones Youll help shape the CX function from the ground up and grow into its future lead What Youll Own Design and manage the end-to-end customer journey Respond to support queries across channels (email, chat, community) Set up and manage CX tools (CRM, helpdesk, feedback forms, knowledge base) Build communication flows (nudges, onboarding, updates) Capture user feedback and turn it into product insights Collaborate with product, tech, and brand teams Support and co-lead community engagement efforts Track and report CX metrics (CSAT, NPS, response time, etc) Who Are You 03 years in customer experience, support, or engagement roles Strong communicator can write clearly or use AI tools to craft effective messages Hands-on with CRM/helpdesk tools (e-g, Zendesk, Freshdesk) Can understand Neurostellars science and tech, and explain it simply Systems thinker builds scalable processes, not just solves tickets Thrives in fast-paced, dynamic startup environments Bonus: Built or been part of online/offline communities Extra Bonus: Background or interest in psychology, behavioral science, or design thinking What Success Looks Like Users feel supported, heard, and engaged Support flows are efficient, clear, and scalable Feedback loops are in place and informing product Youre owning CX systems end-to-end with confidence and care