Customer Experience Lead

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Scan.com

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🏪 Marketplace

☁️ SaaS

👥 B2C

Marketplace • SaaS • B2C

Scan. com is an online healthcare booking platform and marketplace that helps patients find, compare, and book diagnostic medical imaging scans (e. g. , MRI, CT) across a global network of imaging providers. The service offers transparent up-front pricing, online booking and payment, scheduling coordination, and rapid digital delivery of scan results to patients and referring clinicians. Scan. com serves both consumers looking for affordable, convenient imaging and imaging centres/referring professionals seeking patient referrals and booking tools.

📋 Description

• Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests • Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation • Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs • Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention • Promoting consistency in customer support by sharing best practices and helping standardize team responses • Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management • Establishing and managing SLAs for support channels including Front.com — covering response expectations, triage standards, and performance reporting • Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps • Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency • Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners

🎯 Requirements

• A background in customer support, SAAS, CX operations, or a customer-facing operational role — with hands-on experience driving process improvement • An analytical mindset: comfortable identifying trends, root causes, and opportunities from support data, ticket themes, and customer feedback. Not being afraid to experiment with solutions • Experience with customer feedback programs such as NPS and CSAT, and a genuine interest in understanding and improving the customer experience • Skilled at creating SOPs, knowledge base articles, FAQs, and troubleshooting guides that are clear, consistent, and actually used

🏖️ Benefits

• Salary range of $88,000- $98,000 per year • 401k • Healthcare, Vision, and Dental • All the equipment needed for you to do your role effectively • Flexible working • Remote or hybrid working options (where possible) • Personal Development budgets • 18 days PTO plus public holidays • 10 paid sick days • Inclusive policies designed by our team, for our team