Customer Experience Lead

ScanCom International S.A.

Job Overview

Location

US Remote

Job Type

Full-time

Full Job Description

📋 Description

• The CX Experience Lead sits within our Customer Experience team, reporting to CX leadership and acting as a critical liaison between Customer Experience, Product, Engineering, Operations, and Enablement.
• This role is responsible for improving the end-to-end customer experience through support operations, issue resolution, process optimization, and voice-of-customer insight — ensuring that both patients and providers have a consistently excellent experience with Scan.com http://Scan.com's platforms.
• As a scaleup business, you can expect your role to develop over time.
• Customer Support & Issue Resolution:
• Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests
• Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation
• Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs
• Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention
• Promoting consistency in customer support by sharing best practices and helping standardize team responses
• Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management
• Establishing and managing SLAs for support channels including Front.com http://Front.com — covering response expectations, triage standards, and performance reporting
• Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps
• Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency
• Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners
• Knowledge Management & Enablement:
• Maintaining and improving help center content, troubleshooting guides, FAQs, and internal support documentation
• Identifying documentation gaps and recommending new content based on support trends, product changes, and recurring customer questions
• Partnering with Enablement to develop training materials, support playbooks, and process documentation for CX tools and workflows
• Creating tailored support resources for different audiences including referral partners, attorneys, and third parties
• Customer Insights, Feedback & Voice of Customer:
• Tracking customer issues, support trends, and recurring themes by analyzing support volume, ticket categories, and feedback sources
• Collecting, synthesizing, and communicating customer feedback to identify pain points and opportunities to improve the experience
• Leading or supporting NPS, CSAT, and other survey programs to gather actionable insights
• Developing voice-of-customer reporting, customer journey documentation, and trend analysis to inform CX strategy and cross-functional decision-making
• Cross-Functional Collaboration:
• Partnering closely with Product, Engineering, and Operations to surface recurring workflow issues and support resolution of systemic problems
• Contributing to the testing, rollout, and refinement of new support workflows, onboarding improvements, and retention-focused initiatives
• Acting as a CX advocate across the organization by bringing forward customer feedback and operational insights that improve the overall customer experience

🎯 Requirements

• 5+ years of experience in customer support, SAAS, CX operations, or a customer-facing operational role
• Analytical mindset: comfortable identifying trends, root causes, and opportunities from support data, ticket themes, and customer feedback
• Experience with customer feedback programs such as NPS and CSAT, and a genuine interest in understanding and improving the customer experience
• Skilled at creating SOPs, knowledge base articles, FAQs, and troubleshooting guides that are clear, consistent, and actually used
• Healthcare Industry Experience Required

🏖️ Benefits

• Salary range of $88,000- $98,000 per year
• 401k
• Healthcare, Vision, and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options (where possible)
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team

Skills & Technologies

Senior

Remote

$88k-98k

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ScanCom International S.A.

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About ScanCom International S.A.

ScanCom International is a Luxembourg-headquartered global manufacturer and supplier of outdoor furniture, garden accessories, and related lifestyle products. Established in 1976, the company operates design, production, and distribution facilities across Europe, Asia, and the Americas, serving retail chains, garden centers, and e-commerce platforms under brands such as LifestyleGarden, Royal Garden, and others. Its portfolio emphasizes sustainable materials, FSC-certified hardwoods, and recycled plastics, and it holds compliance certifications for environmental and quality standards. The group manages end-to-end supply chain capabilities, from raw material sourcing to final delivery, supporting customers in over 40 countries.

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