# Customer Experience Manager

**Company:** [Solace](https://hotfix.jobs/companies/solace)
**Location:** Remote
**Role:** Customer Success
**Salary:** $85k – $105k/yr
**Experience:** 5+ years
**Skills:** Zendesk, Customer Support, Team Management, Troubleshooting, feedback analysis, technical debugging
**Posted:** 2026-07-16

> Manage CX/support teams at a healthcare startup, providing coaching, troubleshooting complex issues, gathering feedback, and driving improvements to deliver exceptional patient and advocate experiences. Requires prior team management in high-growth environments, technical fluency, and strong empathy with a bias for action.

## Job Description

## 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.

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