WHO WE ARE

It is a global leader in brain training. Since 2007, over 100 million people have improved their cognitive skills using it's science-backed brain training program. With more than 40 games targeting key areas such as Memory, Attention, Processing Speed, and Reasoning, It offers a daily mental workout on both web and mobile platforms (iOS and Android). As we expand our mission, It is pioneering digital medicine.

Leveraging our extensive technology, data, and over 100 peer-reviewed studies, we are developing digital programs aimed at treating, monitoring, and rehabilitating cognitive and neurological conditions. We are on the verge of launching our fi rst digital therapeutic product, aimed at treating adult ADHD, following the successful completion of clinical trials. In 2024, we are poised for signifi cant growth with:

The rebuild and relaunch of it on a new tech stack. - Regulatory clearance and the commercial launch of our ADHD digital therapeutic. - Expansion of our research platform, supporting internal and external research collaborations. It is headquartered in San Francisco, with key operations expanding globally, including in Bangalore.

WHAT WE'RE LOOKING FOR:

We're hiring a CX Lead to elevate support quality, build scalable processes, and turn customer insights into product improvements. You'll lead a small, high-performing team of 3-4 members, own CX operations end-to-end, coach and upskill the team, shape workfl ows in Zendesk, and ensure an empathetic, clear tone for a cognitively diverse global user base.

KEY RESPONSIBILITIES

Quality & Leadership:

- Own CX quality standards and review mechanisms.

- Coach specialists on tone, clarity, reasoning, and empathy.

- Detect subtle issues (over-scripting, missed cues, vague explanations).

Operations & Process:

- Build scalable Zendesk workflows: routing, tagging, macros, reporting.

- Analyze recurring issues and reduce ticket volume with product partners.

- Build and maintain a focused, practical internal knowledge base.

Product Insight:

- Represent the user perspective-especially older adults and less tech-savvy users.

- Provide structured feedback to Product, Engineering, and QA.

- Identify UX gaps in scoring, onboarding, billing, device behavior, and game performance.

AI & Automation:

- Identify where AI/automation should and shouldn't be used.

- Prioritize safe, high-value automation inside Zendesk (agent-assist, workfl ows).

- Set guardrails to avoid cognitive-score inaccuracies or impersonal tone.

Team Development:

- Mentor CX specialists, onboard new hires, and build skill-development plans.

- Track productivity and foster a calm, user-centric culture.

WHAT YOU HAVE:

- 8 to 10 years of proven customer support experience, preferably in a similar role.

- 3+ years leading or mentoring a team.

- Excellent written communication (Email support - a must have) with keen attention to detail

- Worked with US customers (consumer or SAAS)

- Excellent communication and problem-solving skills..

- Deep hands-on experience with Zendesk.

- Ability to multitask, prioritize, and manage time effectively.

- Customer-centric mindset with a high level of empathy and patience.

- Working knowledge of customer service software and databases.

- Strong analytical and root-cause skills.

- Patient and cool under pressure.

WHAT WE OFFER:

- The excitement and flexibility of an early-stage startup with the stability of a mature business

- Competitive salary and equity packages

- AI is in our DNA. From Cursor to ChatGPT, v0 to Claude, we use cutting-edge tools to focus on the things that matter

- Hybrid work model: 3 days a week in office, designed for deeper collaboration and the fun of working side-by-side. Expect spontaneous whiteboard sessions, team lunches, and regular board-game hangouts

- Flexible paid time off

- Comprehensive, company-sponsored medical insurance (including spouse, children and parents/in-laws)

- Annual learning stipend for courses, books, and upskilling

- Office commute expense reimbursement and a location just a short walk from the nearest metro

- Set in a lively neighborhood with plenty of cafs and hangout spots to explore after work

- Monthly fitness/wellness reimbursements

- Catered lunches and a fully stocked pantry - complete with the real MVP: strong South Indian filter coffee. And a library nook stacked with books you'll actually want to read

- Free Family subscription - finally, a way to settle once and for all who's the real genius in the family