Customer Experience Manager

📋 Description

• • Solace Corporation is on a mission to fundamentally transform the U.S. healthcare system, which is notoriously complex and often leaves individuals struggling with health literacy. We empower patients by connecting them with expert advocates and providing essential tools to make informed decisions, ultimately leading to better health outcomes. As a Series C startup, founded in 2022 and supported by prominent investors like Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP, we are a lean, mission-driven team experiencing rapid growth. Solace is not a place for complacency; we are driven by a profound sense of urgency, precision, and a deep commitment to improving healthcare. If you are seeking an environment where you can challenge yourself, refine your skills, and contribute to impactful work alongside a dedicated and caring team, you have found your calling. We thrive in an intense, results-oriented atmosphere.
• • As a Customer Experience Manager at Solace, you will play a pivotal role in leading and developing a team of customer-facing professionals. Your primary responsibility will be to foster an environment of continuous improvement through constructive feedback and decisive action, ensuring our team is exceptionally equipped to support individuals navigating their healthcare journeys. This role demands a unique blend of empathy and analytical rigor, enabling you to understand the emotional landscape of our clients and advocates while simultaneously driving measurable results.
• • You will engage directly with our representatives, clients, and advocates, offering comprehensive support that spans from confirming appointments to resolving complex, in-depth troubleshooting scenarios. A key aspect of your role will involve devising creative and effective solutions to address any challenges encountered by our clients and advocates. Furthermore, you will be instrumental in systematically gathering and tracking user feedback, which is crucial for our ongoing efforts to elevate Solace into a world-class experience for all its users.
• • Your responsibilities will include becoming intimately familiar with Solace's proprietary systems, tools, and technology, which form the bedrock of our exceptional support experience. You will leverage these resources to deliver unparalleled customer service to our clients and advocates, ensuring their needs are met with efficiency and care.
• • A significant part of your contribution will involve actively participating in the feedback loop. You will meticulously gather, organize, and track feedback to drive the constant enhancement of our customer experience and the refinement of our platform. This proactive approach to feedback ensures that Solace remains responsive to user needs and evolving market demands.
• • Building and nurturing strong, trusting relationships with our clients and advocates is paramount. You will ensure they feel genuinely heard, understood, and valued throughout their interactions with Solace. This involves not only addressing their immediate concerns but also fostering a sense of partnership and support.
• • You will translate feedback into tangible improvements by promptly reporting issues and providing detailed, actionable notes to relevant teams. This ensures that insights gained from customer interactions lead to concrete changes and enhancements within the organization.
• • Your core function will be to resolve client and advocate inquiries to their complete satisfaction, utilizing multiple communication channels including phone, email, and chat. This requires a high degree of responsiveness, problem-solving acumen, and a commitment to service excellence.
• • You will be expected to demonstrate empathy deepened by rigor, feeling what the customer feels while demanding measurable results. A proven track record of managing Customer Experience or support teams in a high-growth, high-stakes environment is essential, including experience in hiring, coaching, and performance management.
• • Obsessive attention to detail is critical; you must be adept at spotting both minor discrepancies and significant systemic process gaps with equal acuity. Technical fluency is also a must, enabling you to troubleshoot browser issues and configure support platforms like Zendesk with ease. A strong troubleshooting mindset, coupled with the creativity to devise novel solutions when standard templates are insufficient, is highly valued.
• • You will exhibit feedback fluency, providing feedback early and often, receiving it gratefully, and transforming it into a catalyst for continuous improvement. Comfort with emotional volatility is key, as you will need to remain calm, incisive, and relentlessly constructive when dealing with anxious patients or advocates managing competing priorities.
• • A strong bias for action is expected; you will proactively identify issues that hinder the customer experience, propose effective solutions, and take ownership of their implementation and follow-through. Finally, you must possess startup reflexes, demonstrating adaptability in the face of shifting priorities and ambiguity, with a constant mandate to drive rapid improvements.