Customer Experience Manager

Job Summary

To lead the customer experience function in a fully remote capacity, the Customer Experience Manager will manage the frontline support operation, ensuring timely and empathetic patient support while overseeing team performance, staffing, and quality in a healthcare environment.

Key responsibilities:

• Lead the daily operations of the Customer Experience team, setting clear expectations for productivity and quality
• Manage and develop team members through regular feedback, performance conversations, and coaching
• Own the overall health of the support operation, including monitoring queue volume, staffing coverage, and service levels

Required qualifications:

• Minimum of 4+ years in customer support or contact center operations, with at least 2 years in people management
• Experience in healthcare, telehealth, or compliance-sensitive environments preferred
• Strong analytical skills with the ability to investigate issues and drive cross-functional resolutions
• Proven experience managing high-stakes customer escalations with empathy and sound judgment
• Familiarity with Zendesk or similar customer support platforms, along with operational metrics analysis