Customer Experience Lead

Job Summary

To enhance customer satisfaction in a remote full-time capacity, the Customer Experience Lead will manage support operations, issue resolution, and process optimization while collaborating with cross-functional teams to ensure an excellent experience for both patients and providers.

Key responsibilities

• Manage incoming customer support requests and serve as the primary point of contact for issue resolution and escalations
• Maintain and improve help center content and internal support documentation while developing training materials for CX tools and workflows
• Track customer issues and feedback, leading initiatives to gather insights that inform CX strategy and operational improvements

Required qualifications

• Experience in customer support, SaaS, or CX operations with a focus on process improvement
• Analytical mindset with the ability to identify trends and opportunities from support data and customer feedback
• Familiarity with customer feedback programs such as NPS and CSAT
• Proven skills in creating clear and consistent SOPs, knowledge base articles, and troubleshooting guides
• Strong collaboration skills to work effectively with cross-functional teams