🌐 Customer Experience Manager

📍 Remote – U.S. Only

🧾 About the Role
Solace is reimagining healthcare access by connecting patients to advocates who fight on their behalf. As a Customer Experience Manager, you’ll lead our CX team to ensure that every user—whether a client, advocate, or patient—feels heard, supported, and empowered. This is a high-ownership role where feedback becomes action, and customer impact is measured in real outcomes.

✅ Position Highlights
• Full-Time
• Remote – U.S. only
• Leadership role in a high-growth Series B healthtech startup
• Work directly with advocates, clients, and internal teams to refine and elevate user experience

📋 What You’ll Own
• Manage, coach, and support CX team members
• Build scalable systems to track user issues and feedback
• Take action—resolving tickets yourself and empowering your team to do the same
• Coordinate appointment confirmations, troubleshoot platform issues, and ensure smooth support ops
• Report bugs, process gaps, and user pain points to product and ops teams
• Build strong client/advocate relationships rooted in trust and clarity
• Maintain consistent communication across phone, email, and chat channels

🎯 Must-Have Traits
• 2–5 years managing customer support or CX teams
• Proven experience in high-growth or high-pressure environments
• Deep empathy paired with high standards—human care with measurable outcomes
• Meticulous attention to detail (you catch process gaps and grammar misses alike)
• Technically fluent—comfortable with tools like Zendesk, Slack, Chrome DevTools, and internal dashboards
• Calm under pressure, whether navigating a panicked patient or triaging competing team priorities
• You give and receive feedback like a pro—early, actionable, and constructive
• You’re obsessed with improvement and allergic to stagnation

💻 Remote Requirements
• Must be based in the U.S.
• Strong internet connection and remote work setup
• Familiarity with remote team tools (Slack, Zoom, Notion, etc.)

💡 Why It’s a Win for Remote Job Seekers
• Make a real difference in people’s healthcare journeys
• Help shape a world-class support team in a mission-driven startup
• Flexible, fast-paced, and focused—no corporate red tape
• Direct line of sight to leadership and product evolution

✍️ Call to Action
If you lead with empathy, move fast, and build systems that scale—Solace wants you. Help us transform how healthcare feels. Apply today and let’s get to work.

🌐 Customer Experience Manager

APPLY HERE