Customer Experience Manager – Telehealth

Role Overview

The Customer Experience Manager is responsible for the day-to-day leadership and performance of Patiently’s customer experience function. This role leads the frontline support operation and ensures patients receive timely, accurate, and empathetic support while maintaining the quality and consistency required in a healthcare environment.

What You Will Do

Lead the day-to-day Customer Experience organization, manage and coach CX team members, own the overall health of the support operation, and partner with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and third-party vendors to determine root cause and drive issues through resolution.

Why It Might Be a Fit

The ideal candidate will have a minimum of 4+ years of experience in customer support, customer experience, or contact center operations, including 2+ years of direct people management experience, and strong analytical and problem-solving skills with demonstrated ability to investigate ambiguous issues and drive cross-functional resolution.

Requirements

• Minimum of 4+ years of experience in customer support, customer experience, or contact center operations
• 2+ years of direct people management experience
• Experience managing a frontline support team with accountability for performance, quality, coaching, staffing, and service levels
• Experience in healthcare, telehealth, insurance, pharmacy, or another compliance-sensitive environment strongly preferred
• Strong analytical and problem-solving skills with demonstrated ability to investigate ambiguous issues and drive cross-functional resolution

Benefits

• Medical, Dental, Vision, and 401K with a company match
• Dependent Care, FSA & HSA accounts
• Paid Parental & Bonding Leave
• Flexible PTO & office closure on all major holidays
• Monthly wellness & internet reimbursements
• Professional development including certification support & leadership coaching
• Mental Health resources