Customer Experience Manager

Summary

Join Solace as a Customer Experience Manager and lead a team in providing exceptional support to clients and advocates throughout their healthcare journey. You will manage team members, troubleshoot issues, develop creative solutions, and track feedback to enhance the user experience. This role requires managing appointment confirmations, resolving inquiries via various channels, and building strong relationships with clients and advocates. The ideal candidate possesses empathy, a proven track record of managing CX teams in high-growth environments, obsessive attention to detail, and technical fluency. This is a fully remote position based in the United States.

Requirements

• Empathy deepened by rigor: You feel what the customer feels and still demand measurable results
• A track record of managing CX or support teams in a high-growth, high-stakes environment; you’ve hired, coached, and, when necessary, parted ways with underperformers
• Obsessive attention to detail; you spot the missing comma and the systemic process gap in the same glance
• Technical fluency: you debug browser quirks one minute and wire up a Zendesk trigger the next. (We love a manager who can read an error log.)
• A troubleshooting mindset and the creativity to invent solutions when no template exists
• Feedback fluency: you give it early, receive it gratefully, and turn it into fuel for improvement
• Comfort with emotional volatility: whether a patient is panicked about a surgery or an advocate is juggling competing priorities, you stay calm, incisive, and relentlessly constructive
• Bias for action: if something drags our customers down, you flag it loud, propose the fix, and own the follow-through
• Startup reflexes: priorities shift, ambiguity reigns, and the only constant is the mandate to make things better fast

Responsibilities

• Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience
• Use the resources we supply to provide world-class CS to our clients and advocates
• Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform
• Build strong relationships with our clients and advocates, helping them feel heard and understood
• Take action based on the feedback you receive by reporting issues and sharing detailed notes
• Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat

Benefits

This is a remote position