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Solace · 1 day ago

Customer Experience Manager

United States

Full-time

Remote

Mid, Senior Level

$70K/yr - $100K/yr

Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. As a Customer Experience Manager, you will manage team members and support clients and advocates in navigating their healthcare journey, ensuring a world-class experience for all users.

Health CareMedicalOnline PortalsWellness

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

Qualification

Customer Experience ManagementTechnical FluencyTroubleshootingFeedback ManagementTeam ManagementEmpathyBias for ActionStartup ReflexesAttention to DetailEmotional Intelligence

Required

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