Customer Experience Lead

Clover Health•Houston, TX

2d•Onsite

About The Position

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America’s seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member’s complete health history, we ensure better care at a lower cost—delivering the highest value to those who need it most. As a Customer Experience Lead , you will be responsible for managing a team of 8–10 agents who deliver exceptional service to our Medicare Advantage members and providers. You will be accountable for coaching, performance management, and driving a culture of excellence, while ensuring that the team consistently meets and exceeds service standards. This is a full-time onsite position based in Houston, TX. Call Center Hours: Our call center operates between 8:00am and 8:00pm CST . Shift schedules are on a rotating basis, and Leads are expected to provide flexibility — including rotating weekend support during our peak season to ensure consistent team coverage and member service: Monday–Friday (April 1 – October 1) Monday–Sunday (October 1 – March 31)

Requirements

You have 4+ years of call center experience, with at least 1–2 years in a lead or supervisory role.
You are passionate about coaching and developing individuals, and have experience leading diverse, high-performing teams.
You are highly accountable and thrive in a fast-paced, metrics-driven environment.
You have experience with IVR systems and customer engagement platforms.
You are curious about technology and open to leveraging AI-driven tools to improve efficiency and customer experience.
You have strong organizational, communication, and problem-solving skills.

Responsibilities

Lead and develop a team of 8–10 Customer Experience Agents through ongoing coaching, mentoring, and performance management, fostering a culture of accountability, empathy, and high-quality service.
Drive operational excellence by leading daily huddles, one-on-ones, and team check-ins to align on goals and resolve escalated or complex issues swiftly, ensuring exceptional member and provider experiences.
Oversee team performance and compliance by monitoring KPIs (quality, satisfaction, efficiency), ensuring adherence to SOPs and regulatory standards, and leveraging AI tools for call quality, sentiment insights, and self-service optimization.
Collaborate cross-functionally and with leadership to resolve complex issues, streamline processes, and optimize scheduling, staffing, and workload balance for peak operational effectiveness.
Drive continuous improvement and change initiatives by collecting and sharing insights from team and customer interactions, amplifying the voice of the customer to inform leadership decisions, and supporting system rollouts, workflow enhancements, and training updates.

Benefits

Financial Well-Being : Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
Physical Well-Being : We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
Mental Well-Being : We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy.
Professional Development : Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.
Additional Perks: Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities Paid parental leave for all new parents And much more!

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