Customer Experience Manager – Telehealth

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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📋 Description

• Lead the day-to-day Customer Experience organization and establish expectations for productivity, quality, attendance, customer experience, and follow-through • Manage, coach, and develop CX team members through one-on-ones, performance conversations, feedback, and development planning • Own support operations across phone, chat, and email, including queue volume, backlog, staffing coverage, service levels, and support trends • Forecast staffing and coverage needs and recommend scheduling, workflow, temporary support, or headcount changes • Own significant or recurring customer issues involving clinical workflows, pharmacy fulfillment or shipping, vendors, checkout or sign-up, payments, and marketing communications • Partner with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and vendors to determine root causes, establish ownership, and drive resolution • Identify patterns across tickets and escalations that indicate broader product, workflow, vendor, training, or operational issues • Own the CX escalation framework and determine when sensitive or high-risk issues require escalation • Handle complex or emotionally charged patient interactions when necessary • Own the quality assurance program, including standards, review processes, scoring consistency, coaching, and documentation • Use QA findings to identify performance opportunities and gaps in training, workflows, policies, tools, or communications • Own onboarding and ongoing development for CX employees • Maintain accurate SOPs, agent macros, training materials, and Help Center content • Track and communicate CX metrics and trends, including service levels, response times, backlog, quality, contact drivers, escalations, and customer pain points • Translate frontline feedback and support data into insights and recommendations for leadership and cross-functional teams • Identify opportunities to reduce avoidable customer contacts through product, patient journey, communications, automation, and process improvements • Build repeatable processes that allow the CX organization to scale

🎯 Requirements

• Minimum of 4+ years of experience in customer support, customer experience, or contact center operations, including 2+ years of direct people management experience • Experience managing a frontline support team with accountability for performance, quality, coaching, staffing, and service levels • Experience in healthcare, telehealth, insurance, pharmacy, or another compliance-sensitive environment strongly preferred • Strong analytical and problem-solving skills with demonstrated ability to investigate ambiguous issues, determine root causes, and drive cross-functional resolution • Proven experience managing high-stakes or emotionally sensitive customer escalations with sound judgment and empathy • Experience building or managing quality assurance, training, onboarding, and performance management processes • Ability to use operational metrics to make staffing, workflow, and performance decisions and communicate recommendations to leadership • Strong written and verbal communication skills, including experience working with senior leaders, external vendors, and cross-functional partners • Experience with Zendesk or a comparable customer support platform, along with confidence working across reporting, documentation, and communication tools • Entrepreneurial and solutions-oriented mindset with the ability to lead through changing processes, tools, priorities, and business needs • Ability to manage multiple active priorities without losing track of ownership, follow-through, or deadlines • Must be able to work EST hours

🏖️ Benefits

• Discretionary Annual Bonus Eligibility: Up to 15% • Medical, Dental, Vision, and 401K with a company match • Dependent Care, FSA & HSA accounts • Paid Parental & Bonding Leave • Flexible PTO & office closure on all major holidays • Monthly wellness & internet reimbursements • Professional development including certification support & leadership coaching • Mental Health resources • 100% remote within the United States • Must be able to work EST hours

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