Customer Experience Manager

Salary: [Not specified] Employment Type: Full-Time Location Type: Remote (Applicants must be based in the United States)

About Solace

Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. Healthcare in the U.S. is fundamentally broken, with a complex system that leaves many adults without the necessary health literacy to navigate it. Solace cuts through the red tape by pairing patients with expert advocates and providing tools for better decision-making and outcomes.

Solace is a Series B startup, founded in 2022 and backed by prominent investors including Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, and Signalfire. Our fully remote U.S. team is lean, mission-driven, and growing rapidly. We are dedicated to redefining healthcare, which requires urgency, precision, and heart. If you are looking to challenge yourself, sharpen your skills, and do impactful work with a dedicated team, Solace is the place for you. We are intense and embrace it.

Read more about our Series B funding announcement in The Wall Street Journal.

About the Role

As a Customer Experience Manager for Solace, you will manage team members and, through feedback and action, support our team in helping people navigate their healthcare journey. In this role, you will work with our representatives, clients, and advocates, providing support in various ways. This includes managing appointment confirmations, in-depth troubleshooting, and developing creative solutions for issues encountered by our clients and advocates. You will also be responsible for sharing and tracking feedback to ensure Solace provides a world-class experience for all users.

What You’ll Do

• Learn Solace Systems: Master our systems, tools, and technology to provide excellent support experiences.
• Deliver World-Class CS: Utilize provided resources to deliver exceptional customer service to clients and advocates.
• Gather and Track Feedback: Contribute to the continuous improvement of our customer experience and platform by gathering and tracking feedback.
• Build Strong Relationships: Foster strong relationships with clients and advocates, ensuring they feel heard and understood.
• Action Feedback: Take proactive steps based on feedback received by reporting issues and sharing detailed notes.
• Resolve Inquiries: Ensure client and advocate inquiries are resolved to their complete satisfaction via phone, email, and chat.

What You Bring to the Table

• Empathy and Rigor: Possess deep empathy for customers while demanding measurable results.
• Management Experience: Proven track record of managing CX or support teams in a high-growth, high-stakes environment, including hiring, coaching, and performance management.
• Obsessive Attention to Detail: Ability to identify both minor details and systemic process gaps.
• Technical Fluency: Comfortable debugging technical issues and configuring support tools (e.g., Zendesk).
• Troubleshooting Mindset: Proactive problem-solver with the creativity to develop novel solutions.
• Feedback Fluency: Skilled in giving and receiving feedback constructively and using it for improvement.
• Comfort with Volatility: Ability to remain calm, incisive, and constructive when dealing with emotionally charged situations.
• Bias for Action: Proactively identify and address issues impacting customers, proposing and owning solutions.
• Startup Reflexes: Adaptable to shifting priorities and ambiguity, with a drive to improve processes rapidly.

Up for the Challenge?

We look forward to meeting you.

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