Customer Care Team Lead

The role

You will own the member experience end-to-end, stabilize operational metrics, and build and manage a support team. You will provide frontline support via chat and phone and design proactive care initiatives.

What you will do

• Resolve member and lab partner inquiries via chat and phone
• Test internal OS and advocate for tool improvements
• Design proactive care initiatives to ensure member satisfaction
• Build, mentor, and lead a growing support team
• Write core SOPs, escalation pathways, and training guides
• Turn support interactions into insights for product roadmap decisions

Required qualifications

• 2+ years in high-volume B2C customer care or support
• Track record of mentoring peers
• Readiness to step into first formal lead role
• Fluent in both English and French (written and spoken)
• High empathy and enthusiasm
• Ability to use the phone for complex issues
• Exceptional attention to detail

Nice to have

• Prior background in healthtech, fintech, or another high-compliance consumer space
• Startup Mindset
• Practical experience using AI tools to streamline workflows

Benefits

• Relocation support for the right individuals

Before you apply

• Intro call, culture & role fit
• Case study interview
• Deep dive and team chat, on-site
• Reference calls

About the company

Lucis is building the OS for human longevity to help people add more healthy years to their lives. They believe healthcare should be preventive, not reactive.