Customer Experience Manager

Parachute Health; New York (NY); Hybrid; USD 75,000 - 120,000; Full time

Job summary

Parachute Health is seeking a Customer Experience Manager to lead their team and enhance operational efficiency. The ideal candidate will have a strong background in customer support, with a focus on process improvement and team leadership, ensuring a best-in-class experience for patients needing medical equipment.

Benefits

Medical, Dental, and Vision Coverage

401(k) Retirement Plan

Remote-First Company

Equity Incentive Plan

Annual Company-Wide Bonus (up to 15%)

Flexible Vacation Policy

Summer Fridays - 5 Fridays Off

Monthly Internet Stipend

Annual Home Office Stipend

Co-Working Space Reimbursement

Qualifications

• 2+ years of experience in a customer support or customer-facing role.
• Experience with tools such as Excel (advanced), HubSpot, and Zendesk.
• Ability to iteratively improve workflow processes.

Responsibilities

• Manage Customer Experience Associates and ensure their performance and career growth.
• Oversee daily support operations and ensure efficiency.
• Drive cross-functional collaboration for product changes.

Skills

Customer Support

Team Leadership

Process Improvement

Strategic Thinking

Empathy

Tools

Excel

HubSpot

Zendesk

Job description

Nearly half of patients needing medical equipment at discharge don't get it in time. The ordering process is too convoluted and is still primarily handled by fax. These inefficiencies lead to higher cost of care and poorer patient outcomes. In the most extreme cases, this equipment means life or death.At Parachute Health, it is our mission to make sure that every patient gets what they need, when they need it. We achieve this by driving efficiency through digital connectivity into every aspect of the ordering process, making it delightfully simple.

We're leading the charge with a platform that is 10 times faster than the status quo. We connect with major hospitals, payors, and suppliers of life-saving products. Our vision of a "delightfully simple" digital ordering experience for clinicians pushes us forward to transforming the world of post-acute care.

We've built a strong network of clinicians, suppliers, health plans, and patients that we serve every day—but we're ready to amplify our story in a bigger, more systematic way. That's where you come in.

The Customer Experience Manager plays a critical role in leading our Customer Experience team—driving day-to-day operations, people development, and high-impact initiatives that directly support our mission of ensuring patients receive the equipment and supplies they need. The Customer Experience Manager acts as a bridge between frontline support and internal teams, partnering across departments to resolve complex issues, improve processes, and scale support operations for growth.

Responsibilities

• Team Leadership & Development
• Directly manages a team of Customer Experience Associates, supporting their day-to-day responsibilities, performance, and career growth.
• Conducts regular 1:1s and team meetings to ensure alignment, development, and clarity.
• Creates and maintains learning goals and feedback loops tailored to individual growth.
• Operational Excellence
• Oversees daily support operations, ensuring tickets are resolved efficiently, empathetically, accurately, and in alignment with company standards.
• Develops and iterates team workflows, documentation, and internal training tools to support scale and quality.
• Cross-Functional Collaboration
• Partners closely with internal teams to launch and refine initiatives.
• Coordinates support readiness for product changes.
• Customer and Stakeholder Empathy
• Advocates for both users and internal stakeholders, helping the team balance operational efficiency with patient-first decision-making.
• Coaches the team to understand workflows across enterprise accounts and adapt support accordingly.
• Program & Project Management
• Lead the programmatic creation and management of customer support related functions, such as Quality Assurance protocols, training programs, and tier support programs for specific customer personas that require dedicated support channels
• Drive the execution of specific projects assigned to team for completion, including but not limited to data updates related to customer catalogs, governance, review and maintenance of facility data so that Parachute's facility lists accurately reflect those that manage patients, etc.
• Additional responsibilities, as assigned
• Culture and Leadership
• Models a culture of transparency, trust, and inclusion.
• Builds an environment where feedback is welcomed, and every team member feels safe, supported, and empowered to contribute ideas.
  

Requirements:

• 2 + years of experience in a customer support or customer facing role
• Comfortable with tools such as Excel (advanced), HubSpot, and Zendesk
• Experienced in creating or iterating workflow processes
• Strategic thinker who has the ability to troubleshoot and anticipate setbacks and opportunities to achieve long term success.
  
  

Benefits

• Medical, Dental, and Vision Coverage
• 401(k) Retirement Plan
• Remote-First Company with the option to work from our New York City office
• Equity Incentive Plan
• Annual Company-Wide Bonus (up to 15%)
• Flexible Vacation Policy
• Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
• Monthly Internet Stipend
• Annual Home Office Stipend
• Co-Working Space Reimbursement
  
  

Salary

$75,000-$120,000

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We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.