Customer Experience Lead

Job Summary

Owning quality assurance for the Customer Experience (CX) team and leading the diagnostics program, the full-time remote Customer Experience Lead will manage QA processes, oversee partner relationships, and handle escalations while actively engaging with member inquiries across various channels.

Key Responsibilities

• Conduct quality assurance audits and provide feedback to agents across multiple CX teams
• Manage relationships with lab and phlebotomy partners, tracking performance and resolving issues
• Work directly in the Zendesk queue to address complex diagnostics escalations and member inquiries

Required Qualifications

• 3-5 years of customer support or CX experience, including lead or QA roles
• Hands-on experience with quality assurance programs and rubric-based scoring
• Experience managing vendor or partner relationships and issue escalation
• Strong proficiency in Zendesk across multiple communication channels
• Ability to track metrics, build reports, and analyze data trends effectively