About the role:
The Customer Experience Manager is responsible for the day-to-day leadership and performance of Patiently's customer experience function. This role leads the frontline support operation and ensures patients receive timely, accurate, and empathetic support while maintaining the quality and consistency required in a healthcare environment. The Manager is accountable for team performance, staffing, service levels, quality, training, coaching, and escalations, and serves as the primary CX partner across Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and third-party vendors. As Patiently continues to scale, this role will identify where processes are breaking down, understand what is driving customer contacts and escalations, and turn those insights into improvements across the broader patient experience.
Key responsibilities:
- Lead the day-to-day Customer Experience organization and establish clear expectations for productivity, quality, attendance, customer experience, and follow-through.
- Manage, coach, and develop CX team members through regular one-on-ones, performance conversations, feedback, and development planning. Address performance issues directly and partner with HR when additional support or formal action is needed.
- Own the overall health of the support operation across phone, chat, and email, including queue volume, backlog, staffing coverage, service levels, and emerging support trends.
- Forecast staffing and coverage needs using contact volume, service-level performance, seasonality, and business changes. Recommend scheduling adjustments, workflow changes, temporary support, or additional headcount when needed.
- Own significant or recurring customer issues that require coordination beyond the frontline team, including clinical workflow errors, pharmacy fulfillment or shipping delays, vendor failures, checkout or sign-up issues, payment errors, and marketing communication concerns.
- Partner with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and third-party vendors to determine root cause, establish ownership, and drive issues through resolution.
- Identify patterns across individual tickets and escalations that may signal a broader product, workflow, vendor, training, or operational issue.
- Own the CX escalation framework and determine when sensitive or high-risk issues require involvement from senior leadership, Legal/Compliance, Clinical teams, or outside partners.
- Step directly into complex or emotionally charged patient interactions when necessary, ensuring responses are empathetic, consistent, and appropriate for the level of risk involved.
- Own the quality assurance program, including quality standards, review processes, scoring consistency, coaching expectations, and documentation.
- Use QA findings to identify individual performance opportunities as well as broader gaps in training, workflows, policies, tools, or customer communications.
- Own onboarding and ongoing development for CX employees. Ensure new hires receive consistent training and are prepared to independently manage customer interactions before completing onboarding.
- Ensure internal SOPs, agent macros, training materials, and public-facing Help Center content remain accurate as Patiently's products, vendors, policies, and workflows evolve.
- Track and communicate key CX metrics and trends, including service levels, response times, backlog, quality, contact drivers, escalation trends, and customer pain points.
- Translate frontline feedback and support data into clear insights and recommendations for leadership and cross-functional teams.
- Identify opportunities to reduce avoidable customer contacts through improvements to the product, patient journey, communications, automation, and internal processes.
- Build repeatable processes that allow the CX organization to scale without adding unnecessary complexity, while remaining close enough to frontline work to understand what agents and patients are experiencing.
What you'll need:
- Minimum of 4+ years of experience in customer support, customer experience, or contact center operations, including 2+ years of direct people management experience.
- Experience managing a frontline support team with accountability for performance, quality, coaching, staffing, and service levels.
- Experience in healthcare, telehealth, insurance, pharmacy, or another compliance-sensitive environment strongly preferred.
- Strong analytical and problem-solving skills with demonstrated ability to investigate ambiguous issues, determine root causes, and drive cross-functional resolution.
- Proven experience managing high-stakes or emotionally sensitive customer escalations with sound judgment and empathy.
- Experience building or managing quality assurance, training, onboarding, and performance management processes.
- Ability to use operational metrics to make staffing, workflow, and performance decisions and communicate recommendations to leadership.
- Strong written and verbal communication skills, including experience working with senior leaders, external vendors, and cross-functional partners.
- Experience with Zendesk or a comparable customer support platform, along with confidence working across reporting, documentation, and communication tools.
- Entrepreneurial and solutions-oriented mindset with the ability to lead through changing processes, tools, priorities, and business needs.
- Ability to manage multiple active priorities without losing track of ownership, follow-through, or deadlines.
Note for Current Employees:
Please use the internal job board in Greenhouse to apply. Applications submitted through this external link will not be tagged as internal.
Compensation, Benefits, & Additional Details:
Health-E Commerce's compensation philosophy is grounded in market data and internal equity to ensure fairness and consistency across the team. Individuals new to the company should generally expect offers to fall between the entry point and midpoint of the salary range. Our goal is to provide an offer that supports growth potential within the role and allows for future salary progression.
- Compensation: $80,000 - $100,000
- Discretionary Annual Bonus Eligibility: Up to 15%
- Medical, Dental, Vision, and 401K with a company match
- Dependent Care, FSA & HSA accounts
- Paid Parental & Bonding Leave
- Flexible PTO & office closure on all major holidays
- Monthly wellness & internet reimbursements
- Professional development including certification support & leadership coaching
- Mental Health resources
- 100% remote within the United States
- Must be able to work EST hours
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