Customer Experience Lead

Scan.com•Atlanta, GA

5d•$88,000 - $98,000•Hybrid

About The Position

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers. We're looking for a Customer Experience Lead at an exciting time -- we've successfully launched multiple platforms and products, raised over $70m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY. The CX Experience Lead sits within our Customer Experience team, reporting to CX leadership and acting as a critical liaison between Customer Experience, Product, Engineering, Operations, and Enablement. This role is responsible for improving the end-to-end customer experience through support operations, issue resolution, process optimization, and voice-of-customer insight — ensuring that both patients and providers have a consistently excellent experience with Scan.com's platforms. As a scaleup business, you can expect your role to develop over time.

Requirements

A background in customer support, SAAS, CX operations, or a customer-facing operational role — with hands-on experience driving process improvement
An analytical mindset: comfortable identifying trends, root causes, and opportunities from support data, ticket themes, and customer feedback. Not being afraid to experiment with solutions
Experience with customer feedback programs such as NPS and CSAT, and a genuine interest in understanding and improving the customer experience
Skilled at creating SOPs, knowledge base articles, FAQs, and troubleshooting guides that are clear, consistent, and actually used

Responsibilities

Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests
Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation
Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs
Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention
Promoting consistency in customer support by sharing best practices and helping standardize team responses
Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management
Establishing and managing SLAs for support channels including Front.com — covering response expectations, triage standards, and performance reporting
Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps
Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency
Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners
Maintaining and improving help center content, troubleshooting guides, FAQs, and internal support documentation
Identifying documentation gaps and recommending new content based on support trends, product changes, and recurring customer questions
Partnering with Enablement to develop training materials, support playbooks, and process documentation for CX tools and workflows
Creating tailored support resources for different audiences including referral partners, attorneys, and third parties
Tracking customer issues, support trends, and recurring themes by analyzing support volume, ticket categories, and feedback sources
Collecting, synthesizing, and communicating customer feedback to identify pain points and opportunities to improve the experience
Leading or supporting NPS, CSAT, and other survey programs to gather actionable insights
Developing voice-of-customer reporting, customer journey documentation, and trend analysis to inform CX strategy and cross-functional decision-making
Partnering closely with Product, Engineering, and Operations to surface recurring workflow issues and support resolution of systemic problems
Contributing to the testing, rollout, and refinement of new support workflows, onboarding improvements, and retention-focused initiatives
Acting as a CX advocate across the organization by bringing forward customer feedback and operational insights that improve the overall customer experience