Customer Experience Lead

We do job posts a little differently. You’ll get a sense of who I am, how we work, and what matters to us.

Watch This Loom Here Before Applying -> https://www.loom.com/share/e69d66199b7d4db8a628660ab2429fb5?sid=7c2b1c99-ccf5-4133-b921-0b7c4f5c3737

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This isn’t just a “support desk” role. You’ll own the entire customer experience end-to-end:

• Support Operations: Run HelpScout with AI tools for scale. Lead our Clean Air Concierges (Tyler Darin today).
• Onboarding & Retention: Create seamless, delightful customer journeys — from first unboxing to lifelong loyalty.
• Lifecycle Flows: Build retention emails in Klaviyo (welcome, post-purchase, winback, abandoned cart), with copywriter creative team support.
• Feedback Loops: Spot patterns (returns, defects, delights) and push fixes or ideas to product/supply chain.
• Metrics: Own NPS, CSAT, churn, and repeat purchase.
• In-Home Experience: Spend your first month doing personal deliveries to learn what delight looks like.

We believe air is the next great health frontier. You breathe 20,000 times a day, and indoor air is often 5–10x dirtier than outside. We built Jaspr to change that — a commercial-grade air scrubber that’s quiet, beautiful, and built to last.

We’re deeply rooted in Austin. Our team works out of Jaspr House, a turquoise ranch on the lake. We go to customers’ homes for white-glove deliveries, unboxings, and air quality tests. We use Looms and voice notes with customers because we want every interaction to feel personal, not corporate.

We have incredible customers — many referred by doctors and naturopaths, many who’ve had their lives changed by sleeping better, breathing better, or eliminating mold and allergies. Your role is to make sure every single one of them feels cared for.

• 3–6 years in CX, account management, or lifecycle ops (e-com or SaaS).
• A systems thinker who loves customers and efficiency.
• Comfortable with tools like HelpScout, Zendesk, Gorgias, Klaviyo, or similar.
• Excited about AI as a support tool, not a human replacement.
• Based in Austin. Thrives in a small, in-person startup environment.

• $90,000 base salary
• Clear growth path into Head of Customer Experience as the team scales
• Medical insurance
• Free dental cleanings provided at the office
• Work at Jaspr House — our lakefront HQ with a creative, startup environment

To apply, you must reply with a 2–5 minute Loom video.

• Tell us in your own words what this job is.
• Share why it resonates with you.
• Explain what experience makes you the right fit.

We will not review resumes or cover letters without a Loom. We’re a very human company — if we can’t see you, hear you, and feel your energy, it’s not a fit.

No Loom = no application review.