Client Experience Escalation Specialist
About The Position
Emora is seeking a hands-on player-coach to manage complex client escalations and help a distributed Client Experience team deliver thoughtful, responsive service. The role focuses on turning difficult interactions into experiences that build trust and help families feel heard, supported, and confident continuing care. It is closely connected to day-to-day client service rather than being a traditional management position. The specialist will personally resolve sensitive concerns involving scheduling, billing, clinician transitions, service complaints, and other issues. They will guide and coach team members, model strong communication across phone, email, and messaging, and help the team use empathy and good judgment in difficult conversations. The role also contributes to improving workflows, escalation processes, internal resources, and service quality in partnership with Clinical, Operations, and other teams. Emora Health is a rapidly growing, venture-backed virtual behavioral health company serving kids, teens, and young adults. Its care platform connects families with licensed, specialized therapists and psychiatric clinicians. Emora aims to improve access to early, effective mental health care and help young people build skills, reach developmental milestones, and develop lasting emotional resilience.
Requirements
- Experience in customer experience, client services, or another high-touch, consumer-facing service environment; the posting states 3+ years while noting that exceptional service ability matters more than a specific number of years.
- Experience mentoring teammates, handling escalations, or helping others improve, whether or not in a formal management role.
- Exceptional communication skills, including the ability to help frustrated customers feel understood, respected, and confident in the resolution.
- Customer-focused judgment and comfort resolving difficult situations without relying solely on policies or scripts.
- Calmness under pressure, emotional intelligence, and the ability to navigate sensitive conversations with empathy and confidence.
- Proactivity, resourcefulness, and ownership in a fast-moving environment without an established playbook for every situation.
- A hands-on approach to resolving customer problems and helping others improve at doing the same.
Nice To Haves
- Experience at a consumer company recognized for exceptional customer service, hospitality, or customer loyalty.
- Experience in digital health, healthcare, telehealth, or another high-trust service environment.
- Experience supporting or coaching distributed or offshore customer service teams.
- Experience improving service quality, escalation processes, or customer support workflows.
Responsibilities
- Personally own complex client escalations involving scheduling issues, billing concerns, clinician transitions, service complaints, and other sensitive situations.
- Help frustrated or disappointed families feel heard, supported, and confident continuing care with Emora.
- Provide day-to-day guidance, coaching, and escalation support to the distributed Client Experience team.
- Set a high standard for client communication across phone, email, and messaging.
- Coach teammates on de-escalation, service recovery, problem-solving, and when to go beyond standard procedures for clients.
- Identify recurring service challenges and help improve workflows, escalation processes, and internal resources.
- Partner with Clinical, Operations, and other teams to resolve client issues and support smooth transitions throughout care.
- Monitor client feedback and service quality to identify opportunities to improve team performance and the overall client experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
