Customer Experience Manager - Telehealth

Swooped; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

HSA/FSA

Parental leave

PTO & holidays

Wellness stipend

Internet reimbursement

Professional development

Job summary

Swooped is seeking a Customer Experience Manager to lead patient-facing support across phone, chat, and email in a 100% remote role within the United States. You will drive performance, QA, onboarding, and cross-functional collaboration with Clinical, Pharmacy, Product, Engineering, Marketing, and vendors to improve the overall patient experience.

Ideal candidates bring 4+ years in CX with 2+ years of people management, healthcare experience, Zendesk proficiency, and a data-driven approach to

Qualifications

• 4+ years in customer support, CX, or contact center ops with 2+ years of people management.
• Experience leading frontline support teams with accountability for performance, quality, coaching and staffing.
• Healthcare/telehealth/compliance-sensitive environment experience preferred.
• Strong analytical and problem-solving skills to identify root causes and drive cross-functional resolutions.
• Experience handling high-stakes or emotionally sensitive escalations with empathy and sound judgment.
• Experience building or managing QA, training, onboarding, and performance processes.

Responsibilities

• Lead daily CX operations, set and maintain standards for productivity, attendance, quality, and follow-through.
• Coach and develop team members through regular 1-on-1s, feedback, and growth planning with HR support.
• Oversee support channels (phone, chat, email), monitor queues, backlogs, staffing, and service levels.
• Forecast staffing and coverage based on volume, seasonality, and SLAs; adjust schedules as needed.
• Coordinate with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and vendors to drive improvements.
• Manage escalation framework and intervene in complex or high-risk patient interactions when required.
• Own QA program, evaluation standards, coaching, and documentation; use data to close gaps.
• Lead onboarding and ongoing development to ensure new hires are proficient in patient interactions.

Skills

People management

Customer experience

Analytical thinking

Cross-functional collaboration

Conflict resolution

Tools

Zendesk

Job description

Customer Experience Manager - Telehealth

Role Overview

The Customer Experience Manager oversees the day-to-day leadership and operational performance of the customer experience function. This role leads frontline support across phone, chat, and email, ensuring patients receive timely, accurate, and empathetic assistance while maintaining the quality, compliance, and consistency required in a healthcare environment.

Serving as a primary cross-functional partner across Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and external vendors, the Manager is accountable for team performance, staffing, service levels, quality assurance, onboarding, and escalations. As operations scale, this role identifies process breakdowns, analyzes contact drivers, and translates frontline insights into systemic improvements across the broader patient experience.

• Work arrangement: 100% remote within the United States
• Schedule: Full time; must be able to work EST hours

Key Responsibilities

• Lead daily customer experience operations, setting and maintaining clear standards for productivity, attendance, quality, and customer follow-through.
• Directly manage, coach, and develop team members through regular one-on-ones, performance feedback, and growth planning, partnering with HR when formal performance management is required.
• Oversee the operational health of support channels (phone, chat, email), actively monitoring queue volumes, backlogs, staffing coverage, service levels, and emerging trends.
• Forecast staffing and coverage requirements based on contact volume, seasonality, service-level performance, and operational changes, recommending schedule adjustments or staffing updates as needed.
• Manage significant or recurring operational issues requiring multi-departmental coordination, including clinical workflow errors, pharmacy fulfillment or shipping delays, vendor failures, checkout or sign-up defects, payment errors, and marketing communication issues.
• Partner with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and third-party vendors to identify root causes, establish ownership, and drive resolutions.
• Oversee the escalation framework, determining when high-risk or sensitive matters require intervention from senior leadership, legal, or clinical teams, and stepping directly into complex or emotionally charged patient interactions when necessary.
• Own the quality assurance program, including evaluation standards, review consistency, coaching expectations, and program documentation, using QA data to address individual coaching needs and broader training or policy gaps.
• Lead onboarding and ongoing development programs to ensure new team members are fully prepared to independently handle patient interactions.
• Maintain and update internal standard operating procedures, agent macros, training documentation, and public-facing Help Center content as workflows and products evolve.
• Track and report core support metrics to leadership, translating frontline data into actionable recommendations to reduce avoidable contacts through process, communication, automation, and product enhancements.

Qualifications

• Minimum of 4+ years of experience in customer support, customer experience, or contact center operations, including 2+ years of direct people management experience.
• Experience managing a frontline support team with accountability for performance, quality, coaching, staffing, and service levels.
• Experience in healthcare, telehealth, insurance, pharmacy, or another compliance-sensitive environment strongly preferred.
• Strong analytical and problem-solving skills with demonstrated ability to investigate ambiguous issues, determine root causes, and drive cross-functional resolution.
• Proven experience managing high-stakes or emotionally sensitive customer escalations with sound judgment and empathy.
• Experience building or managing quality assurance, training, onboarding, and performance management processes.
• Ability to use operational metrics to make staffing, workflow, and performance decisions and communicate recommendations to leadership.
• Strong written and verbal communication skills, including experience working with senior leaders, external vendors, and cross-functional partners.
• Experience with Zendesk or a comparable customer support platform, along with confidence working across reporting, documentation, and communication tools.
• Entrepreneurial and solutions-oriented mindset with the ability to lead through changing processes, tools, priorities, and business needs.
• Ability to manage multiple active priorities without losing track of ownership, follow-through, or deadlines.

Compensation and Benefits

• Base salary: $80,000 - $100,000 (offers for individuals new to the organization are generally expected to fall between the entry point and midpoint of the range)
• Discretionary annual bonus eligibility: Up to 15%
• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Health savings account (HSA), flexible spending account (FSA), and dependent care account
• Paid parental and bonding leave
• Paid time off (PTO) and paid holiday closures
• Monthly wellness and internet reimbursements
• Professional development support, including leadership coaching and certification assistance