Location: Austin, TX (in-person)

Timing: Hiring now, with an ideal start in October

Type: Full-time

About Throne

Throne is the first health wearable for your toilet, transforming everyday routines into health insights that improve health and, eventually, save lives. We’re on a mission to make gut health, hydration, and urological monitoring effortless, continuous, and personal.

The Role

We’re hiring a Customer Experience Lead to stand up our customer support function ahead of launch. This is a hands-on “player-coach” role: you’ll be in the queue yourself while also building the systems, SOPs, and knowledge base that let us scale through AI-driven support and outsourced partners.

You must have experience supporting connected hardware (consumer health or consumer electronics strongly preferred). The complexities of setup, connectivity, and firmware troubleshooting are unique, and you’ll be the bridge between our users and product/engineering.

We are a premium brand — support is not a cost center, it’s part of our membership experience. Your job is to ensure every customer interaction reflects Throne’s empathy, accuracy, and care.

Responsibilities

1. Build & Own Support Function
   • Establish support SOPs across chat, email, and all customer touch points.
   • Stand up and manage relationships with BPO partners.
   • Ensure AI/chat agents resolve the majority of inbounds, with clear escalation paths.
2. Direct Support & Empathy
   • Personally handle sensitive or complex tickets, especially involving health and privacy.
   • Set the bar for tone, accuracy, and empathy in every customer interaction.
3. Knowledge & Content
   • Own and continuously update Help Center and FAQ articles in Intercom.
   • Collaborate with Product and Marketing to keep content accurate, approachable, and fresh.
4. Bug Triage
   • Reproduce and clearly document product bugs.
   • Triage issues in Linear to Engineering with high-quality reports that accelerate fixes.
5. Process & Scale
   • Develop the AI tools and workflows in Intercom that can address the majority of tickets to a satisfactory resolution without escalation to a human agent.
   • Train and enable outsourced agents to uphold Throne’s brand and standards.
   • Identify patterns in customer feedback to inform product improvements.

What We’re Looking For

• Experience: 4+ years in customer support or CX, ideally having stood up support at a consumer hardware or consumer health startup.
• Mindset: Player-coach who thrives in ambiguity, rolls up sleeves, and builds from scratch.
• Skills:
  • Strong writing skills for help articles and customer communication.
  • Light technical ability to reproduce/document bugs (no coding required).
  • Comfortable setting up workflows with BPOs and scaling AI-driven support.
• Soft Skills: Deep empathy, excellent communication, and judgment around sensitive health topics.