Customer Experience Manager – Telehealth

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the Customer Experience organization, setting clear expectations for productivity, quality, attendance, customer satisfaction, and follow-through.

• Guide, mentor, and develop CX team members through regular one-on-ones, performance discussions, feedback sessions, and development planning; address performance challenges and collaborate with HR as necessary.

• Manage support operations across various channels including phone, chat, and email, focusing on queue volume, backlog, staffing coverage, service levels, and support trends.

• Anticipate staffing and coverage requirements, recommending adjustments in scheduling, workflow, temporary support, or headcount as needed.

• Take ownership of significant or recurring customer challenges related to clinical workflows, pharmacy fulfillment or shipping, vendors, checkout or sign-up processes, payments, and marketing communications.

• Collaborate with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and third-party vendors to identify root causes, establish accountability, and facilitate resolutions.

• Recognize patterns in tickets and escalations that highlight broader product, workflow, vendor, training, or operational issues.

• Manage the CX escalation framework to identify when sensitive or high-risk matters need to be escalated.

• Address complex or emotionally charged patient interactions as required.

• Direct the quality assurance program, including setting standards, review processes, ensuring scoring consistency, and establishing coaching expectations and documentation.

• Utilize QA findings to spot performance improvement opportunities and wider gaps in training, workflows, policies, tools, or communications.

• Oversee onboarding and continuous development for CX employees, ensuring that new hires are equipped to manage customer interactions autonomously.

• Maintain up-to-date SOPs, agent macros, training materials, and Help Center content as products, vendors, policies, and workflows change.

• Monitor and report on CX metrics and trends, including service levels, response times, backlog, quality, contact drivers, escalations, and customer pain points.

• Convert frontline feedback and support data into actionable insights and recommendations for leadership and cross-functional teams.

• Identify ways to minimize unnecessary customer contacts through enhancements in products, patient journeys, communications, automation, and process improvements.

• Develop repeatable processes that allow the CX organization to grow without introducing unnecessary complexity.

⛳️ Requirements

• At least 4+ years of experience in customer support, customer experience, or contact center operations, including a minimum of 2+ years in direct people management.

• Demonstrated experience leading a frontline support team with responsibility for performance, quality, coaching, staffing, and service levels.

• Background in healthcare, telehealth, insurance, pharmacy, or another compliance-sensitive field is strongly preferred.

• Excellent analytical and problem-solving capabilities with a proven track record of investigating ambiguous issues, identifying root causes, and driving cross-functional resolutions.

• Proven ability to manage high-stakes or emotionally sensitive customer escalations with sound judgment and empathy.

• Experience in developing or managing quality assurance, training, onboarding, and performance management processes.

• Ability to leverage operational metrics to make informed decisions regarding staffing, workflow, and performance, and effectively communicate recommendations to leadership.

• Strong written and verbal communication skills, including experience engaging with senior leaders, external vendors, and cross-functional partners.

• Familiarity with Zendesk or a similar customer support platform, along with confidence in using reporting, documentation, and communication tools.

• An entrepreneurial and solutions-oriented mindset capable of leading through changes in processes, tools, priorities, and business requirements.

• Competence to manage multiple active priorities without losing sight of ownership, follow-through, or deadlines.

• Must be available to work EST hours.

🏝️ Benefits

• Eligibility for a discretionary annual bonus of up to 15%.

• Comprehensive medical, dental, vision, and 401K plans with company matching.

• Access to Dependent Care, FSA & HSA accounts.

• Paid parental and bonding leave.

• Flexible PTO and office closures on all major holidays.

• Monthly wellness and internet reimbursements.

• Professional development opportunities including certification support and leadership coaching.

• Mental health resources.

• Fully remote position available within the United States.

• Must be able to work EST hours.