Client Experience Escalation Specialist

Job not on LinkedIn

🔥 5 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $70k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Emora Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

Emora Health is a virtual mental health provider that delivers therapy, psychiatry/medication management, and diagnostic testing (ADHD, autism) specifically for children, teens, and young adults across the United States. They offer insurance-covered, low-copay telehealth care with rapid access (no waitlists), therapist matching to age-specific specialists, and evening/weekend availability. Emora emphasizes measurable outcomes, specialized clinicians, and support for a wide range of mental health conditions and life experiences.

📋 Description

• Personally own complex client escalations, including scheduling issues, billing concerns, clinician transitions, service complaints, and other sensitive situations • Turn frustrated or disappointed families into people who feel heard, supported, and confident continuing care with Emora • Serve as a hands-on lead for the distributed Client Experience team, providing day-to-day guidance, coaching, and escalation support • Set standards for client communication across phone, email, and messaging • Coach team members on de-escalation, service recovery, problem-solving, and judgment beyond standard procedures • Identify recurring service challenges and improve workflows, escalation processes, and internal resources • Partner with Clinical, Operations, and other teams to resolve client issues and ensure smooth care transitions • Monitor client feedback and service quality to improve team performance and the overall client experience

🎯 Requirements

• 3+ years of experience in customer experience, client services, or another high-touch, consumer-facing service environment • Experience mentoring teammates, handling escalations, or helping others improve • Exceptional communication skills for resolving difficult customer situations • Customer-obsessed and able to use good judgment beyond policies or scripts • Calm under pressure, emotionally intelligent, and able to navigate sensitive conversations • Proactive, resourceful, and comfortable in a fast-moving environment • Hands-on approach to solving customer problems and coaching others • Nice to have: experience at a consumer company recognized for exceptional customer service, hospitality, or customer loyalty • Nice to have: experience in digital health, healthcare, telehealth, or another high-trust service environment • Nice to have: experience supporting or coaching distributed or offshore customer service teams • Nice to have: experience improving service quality, escalation processes, or customer support workflows

🏖️ Benefits

• Equity • Remote work arrangement