[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.

In this role, you will work with our representatives, clients, and advocates, supporting them in numerous ways:

• Appointment confirmations
• In-depth troubleshooting
• Creative solutions to resolve issues
• Share and track feedback to enhance the user experience

Schedule: Monday–Friday, 9:00 AM – 6:00 PM PST. This role supports and manages shift-based team members during their operating hours.

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; 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.
• 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.

Requirements

• Manage team members effectively.
• Provide world-class customer service to clients and advocates.
• Gather and track feedback for continuous improvement.
• Build strong relationships with clients and advocates.
• Resolve inquiries via phone, email, and chat.

Benefits

• Opportunity to redefine healthcare.
• Work alongside a mission-driven team.
• Intense and engaging work environment.

Fraudulent Recruitment Advisory

Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to [email protected] or [email protected].