Customer Experience Manager

Solace

30d

About The Position

As a Customer Experience Manager for Solace, you will be managing team members and through feedback and action, you’ll be supporting our team in getting people the help they need on their healthcare journey.
In this role, you will work with our representative, clients and advocates, supporting them in numerous ways. From appointment confirmations to in-depth troubleshooting, to coming up with creative solutions that resolve any issues that our clients and advocates encounter. You will also share and track feedback so that we can make Solace a world-class experience for all of our users.

Requirements

• Empathy deepened by rigor: You feel what the customer feels and still demand measurable results.
• A track record of managing CX or support teams in a high-growth, high-stakes environment; you’ve hired, coached, and, when necessary, parted ways with underperformers.
• Obsessive attention to detail; you spot the missing comma and the systemic process gap in the same glance.
• Technical fluency: you debug browser quirks one minute and wire up a Zendesk trigger the next. (We love a manager who can read an error log.)
• A troubleshooting mindset and the creativity to invent solutions when no template exists.
• Feedback fluency: you give it early, receive it gratefully, and turn it into fuel for improvement.
• Comfort with emotional volatility: whether a patient is panicked about a surgery or an advocate is juggling competing priorities, you stay calm, incisive, and relentlessly constructive.
• Bias for action: if something drags our customers down, you flag it loud, propose the fix, and own the follow-through.
• Startup reflexes: priorities shift, ambiguity reigns, and the only constant is the mandate to make things better fast
• Applicants must be based in the United States.

Responsibilities

• Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience
• Use the resources we supply to provide world-class CS to our clients and advocates
• Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform
• Build strong relationships with our clients and advocates, helping them feel heard and understood
• Take action based on the feedback you receive by reporting issues and sharing detailed notes
• Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat

What This Job Offers

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