Customer Experience Manager, Telehealth

Enhanced US LLC; Oregon; Hybrid; USD 110,000 - 140,000; Full time

Job summary

Enhanced is seeking a results-driven CX leader to scale our direct-to-consumer health platform. You will coach agents, own the escalation protocol for clinical and operational issues, and partner across product and operations to reduce friction.

You’ll drive CSAT, first response time, and resolution time, automate high-volume contact reasons with AI, and ensure SLA performance with vendors. Remote-friendly, with occasional travel to NYC.

Qualifications

• 3+ years managing customer experience for a direct-to-consumer brand, ideally in telehealth or another regulated healthcare business.
• Hands-on experience with ticketing and helpdesk platforms.
• Experience managing CX agents and working with external vendors and contractors.
• A track record of implementing CX automation or AI support tools with measurable deflection results.
• Experience tracking performance against SLAs for internal agents and external suppliers, and using data to run a team.
• Experience working cross-functionally with external partners (telehealth providers, pharmacies, software development) and internal product, marketing, and operations teams.
• Working knowledge of HIPAA and clinical escalation protocols.

Responsibilities

• Lead the CX team: Assign and manage work across our CX agents, hold the team to our SOPs, and evaluate performance. Step in to handle tickets directly during staffing gaps or volume spikes.
• Own escalations: Build and run the escalation protocol for clinical, operational, and vendor issues, including our pharmacy and telehealth partners. Personally handle high-risk tickets.
• Drive metrics and insights: Own CSAT, first response time, resolution time, and contact volume by reason. Establish baselines and reporting, set improvement targets, and proactively bring recurring issues and recommended fixes to product and operations.
• Improve the customer journey: Map the end-to-end customer journey and improve key touchpoints to drive satisfaction, conversion, and retention.
• Scale through automation: Automate high-volume contact reasons and first touchpoints, and use AI tools to scale support without adding headcount, with the goal of fully automated first response and resolution of all common ticket categories within your first year.
• Manage vendor and SLA performance: Track performance against SLAs for both agents and external suppliers, and use that data to run the team and manage partners.

Skills

Customer experience

Data-driven

Cross-functional partner

Automation mindset

Tools

Ticketing platforms

Job description

Join the MovementAt Enhanced, we believe optimal health shouldn't be complicated, expensive, or reserved for the few who can afford a team of specialists. Our mission is to give everyone the opportunity to live Enhanced. We believe everyone should have access to the tools, insights, and support they need to look better, feel better and be the best version of themselves.We're building a company that sits on science-backed supplements which cut through industry noise and deliver real, measurable results. No gimmicks or fads, just what actually works, made accessible to everyone.We're a team of doctors, athletes and passionate operators driven by curiosity and a genuine obsession with human performance. If you're excited about building products that help people become the best version of themselves, we'd love to have you on the team.

About You

You've run customer experience for a direct-to-consumer brand and know what it takes to deliver fast, high-quality support at scale, ideally in telehealth or another regulated healthcare environment. You lead with data: you know your CSAT, first response time, and resolution time cold, and you use them to coach agents, hold vendors accountable, and drive real improvement rather than just report on it.You're a builder at heart. You'd rather automate a recurring contact reason than staff it, and you've used AI and automation tools to deflect volume with measurable results. At the same time, you're comfortable owning escalations end to end, including high-risk clinical and operational issues, and you stay calm and decisive when the stakes are high.Above all, you're a strong cross-functional partner. You bring customer insights to product and operations, push for fixes at the root cause, and treat the customer journey as something you own, not just something you respond to.

What You'll Do

• Lead the CX team: Assign and manage work across our CX agents, hold the team to our SOPs, and evaluate performance. Step in to handle tickets directly during staffing gaps or volume spikes.
• Own escalations: Build and run the escalation protocol for clinical, operational, and vendor issues, including our pharmacy and telehealth partners. Personally handle high-risk tickets.
• Drive metrics and insights: Own CSAT, first response time, resolution time, and contact volume by reason. Establish baselines and reporting, set improvement targets, and proactively bring recurring issues and recommended fixes to product and operations.
• Improve the customer journey: Map the end-to-end customer journey and improve key touchpoints to drive satisfaction, conversion, and retention.
• Scale through automation: Automate high-volume contact reasons and first touchpoints, and use AI tools to scale support without adding headcount, with the goal of fully automated first response and resolution of all common ticket categories within your first year.
• Manage vendor and SLA performance: Track performance against SLAs for both agents and external suppliers, and use that data to run the team and manage partners.

You Bring

• 3+ years managing customer experience for a direct-to-consumer brand, ideally in telehealth or another regulated healthcare business.
• Hands-on experience with ticketing and helpdesk platforms.
• Experience managing CX agents and working with external vendors and contractors.
• A track record of implementing CX automation or AI support tools with measurable deflection results.
• Experience tracking performance against SLAs for internal agents and external suppliers, and using data to run a team.
• Experience working cross-functionally with external partners (telehealth providers, pharmacies, software development) and internal product, marketing, and operations teams.
• Working knowledge of HIPAA and clinical escalation protocols.

Must Have Requirements

• Must be authorized to work in the United States of America (no sponsorship required).
• If remote, must be okay with travel to NYC on occasion.