Client Experience Manager

Rockstar • New York, NY

2d • Hybrid

About The Position

Rockstar is recruiting for a mission-driven company dedicated to making life happier and healthier for autistic and neurodivergent adults. Despite autism diagnoses increasing more than 5x in the past 25 years, autistic adults have been systematically overlooked, leading to extremely poor outcomes including high rates of co-occurring mental health conditions and a lower life expectancy. The company is here to change that by delivering specialized mental health services for autistic adults, covered by insurance. They have helped tens of thousands of people receive an autism diagnosis for the first time, work with neurodivergent-affirming therapists, and find belonging through community. Their outcomes meaningfully outperform traditional care for autistic adults, with substantially greater improvements in mood, anxiety, and quality of life. The company is growing 3x year over year and is at mid-double-digit millions in run-rate revenue, with thousands of active clients and 400+ clinicians. They are a high-ownership, mission-driven team, building something that has never existed for autistic and neurodivergent adults.

About the job
The company is on a mission to make life happier and healthier for autistic and neurodivergent adults.
Despite autism diagnoses increasing more than 5x in the past 25 years, autistic adults have been systematically overlooked. This has led to extremely poor outcomes, including high rates of co-occurring mental health conditions and a lower life expectancy. The company is here to change that.
They deliver specialized mental health services for autistic adults, covered by insurance. They've helped tens of thousands of people receive an autism diagnosis for the first time, work with neurodivergent-affirming therapists, and find belonging through community. Their outcomes meaningfully outperform traditional care for autistic adults, with substantially greater improvements in mood, anxiety, and quality of life.
The company is growing 3x year over year and are at mid-double-digit millions in run-rate revenue, with thousands of active clients and 400+ clinicians. They're a high-ownership, mission-driven team, building something that has never existed for autistic and neurodivergent adults.

About The Role
The client experience team is crucial to making clients feel supported day-to-day — managing all inbound phone, text, and email support. The company believes in putting clients first, and that ethos runs through everything they do: every interaction is held to a high standard because the people on the other end of it deserve nothing less.
As the Client Experience Manager, the candidate will lead this team and own the function fully — hitting SLAs, building out triage structures, managing response quality, and establishing SOPs. When something breaks (e.g. a flagged spam number), the candidate does not wait for someone to tell them how to fix it — they figure out what needs to happen, execute, and build the process that prevents it from happening again.
This is a rare opportunity for someone who wants to do more than manage a function — they will shape it. The company is a startup, which means the candidate will report directly into senior leadership, have a real seat at the table, and build processes and team culture largely from the ground up.
The ideal person for this role thinks like an owner. They are restless about quality and never satisfied with "good enough" when better is possible. They are comfortable in ambiguity, resourceful with tooling and systems, and they genuinely care about the clients this team serves.

Requirements

• 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly
• Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling — and pick up new systems quickly
• Think and act like an owner — do not wait to be told something is broken, and never be fully satisfied with the current bar when better is possible
• Genuinely care about the clients the team serves, and let that shape how standards are set and people are developed

Nice To Haves

• NYC-based preferred; open to remote for the right candidate

Responsibilities

• Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager the team can rely on for clear direction, honest feedback, and real development.
• Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar.
• Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in.
• Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them — whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion.
• Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional.
• Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team — reducing the volume of issues the team has to field in the first place.
• Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.

Benefits

• The culture is a unique mix of thoughtfulness, kindness, and high-performance.
• The team takes time to eat lunch together every single day in NYC, while also setting ambitious goals and holding themselves accountable to them.
• They always ensure that they integrate perspectives from experts in their space, including clinicians and autistic self-advocates.
• Team members come from places such as Bain, McKinsey, BCG, FirstHand Health, Rula, Benchling, and schools like Harvard, MIT, Stanford, Yale, Penn, Dartmouth, Northwestern, Vanderbilt, and more.

What This Job Offers

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