Client Experience Escalation Specialist

Emora Health • New York, NY

1d

About The Position

Emora is seeking a hands-on player-coach to personally manage complex client escalations while guiding its distributed Client Experience team. The role focuses on helping families feel heard, supported, and confident in their care, particularly when problems arise. The successful candidate will lead by example, remain involved in daily client-service work, and help teammates build the judgment and confidence to provide thoughtful, responsive service.

The position handles sensitive issues such as scheduling, billing, clinician transitions, and service complaints, with the aim of resolving concerns and supporting families’ continued care. It also contributes to consistent communication standards, team coaching, service-quality monitoring, and improvements to workflows and escalation processes. The role partners with Clinical, Operations, and other teams to resolve issues and support smooth care transitions.

Requirements

• Experience in customer experience, client services, or another high-touch, consumer-facing service environment; the posting notes that exceptional service ability matters more than a specific number of years.
• Experience mentoring teammates, handling escalations, or helping others improve; formal people-management experience is not required.
• Exceptional communication skills, including the ability to help angry or 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 where not every situation has an established playbook.
• A hands-on approach and enthusiasm for both solving customer problems and helping others improve at doing so.

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, including 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 to do what is right for the client.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed