Customer Experience Manager

Responsibilities

• Manage team members, providing feedback and support to ensure patients receive help on their healthcare journey.
• Work with representatives, clients, and advocates on appointment confirmations, in-depth troubleshooting, and creative solutions for issues.
• Gather, track, and share feedback to improve customer experience and the platform.
• Build strong relationships with clients and advocates, making them feel heard and understood.
• Report issues, share detailed notes, and take action based on feedback.
• Resolve client and advocate inquiries via phone, email, and chat to complete satisfaction.
• Learn Solace systems, tools, and technology to deliver great support.
• Use provided resources to offer world-class customer service.
• Support and manage shift-based team members during operating hours (Monday–Friday, 9:00 AM – 6:00 PM PST).

Requirements

• Empathy deepened by rigor: feel what the customer feels while demanding measurable results.
• Track record of managing CX or support teams in a high-growth, high-stakes environment, including hiring, coaching, and parting ways with underperformers.
• Obsessive attention to detail.
• Technical fluency, including debugging browser issues and configuring tools like Zendesk triggers; ability to read error logs.
• Troubleshooting mindset with creativity to invent solutions when no template exists.
• Feedback fluency: give and receive feedback effectively to drive improvement.
• Comfort with emotional volatility; stay calm, incisive, and constructive.
• Bias for action: flag issues, propose fixes, and own follow-through.
• Startup reflexes: thrive in shifting priorities and ambiguity.
• Must be based in the United States.

Nice-to-Haves

• Experience in healthcare or high-stakes support environments.