[Hiring] Customer Experience Manager @Solace

Role Description

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.

• Work with our representative, clients, and advocates, supporting them in numerous ways.
• Handle appointment confirmations and in-depth troubleshooting.
• Come up with creative solutions that resolve any issues that our clients and advocates encounter.
• Share and track feedback to improve the Solace experience for all users.

Qualifications

• 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.
• 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.
• 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: you stay calm, incisive, and relentlessly constructive.
• Bias for action: you flag issues, propose fixes, and own the follow-through.
• Startup reflexes: priorities shift, ambiguity reigns, and the only constant is the mandate to make things better fast.

Requirements

• Applicants must be based in the United States.

Company Description

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes.

• We're a Series B startup, founded in 2022.
• Backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, and Signalfire.
• Our fully remote U.S. team is lean, mission-driven, and growing quickly.
• Solace isn't a place to coast; we're here to redefine healthcare.