Customer Experience Representative

Solace; Redwood City (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

Solace in Redwood City, CA is seeking a Customer Experience Representative to support patients and advocates via phone, email, and chat. You will help ensure people get the care they deserve on their healthcare journey and assist with appointment confirmations and troubleshooting.

You will gather feedback, contribute to improving the customer experience and platform, and develop strong client relationships. Applicants must be based in the United States.

Qualifications

• Empathy and strong communication across phone, email, and chat.
• Attention to detail in every interaction.
• Ability to learn new systems quickly.
• Natural troubleshooter who asks the right questions.

Responsibilities

• Learn Solace systems, tools, and technology for excellent support.
• Use available resources to provide world-class customer service to clients and advocates.
• Gather and track feedback to improve customer experience and the platform.
• Build strong relationships with clients and advocates, ensuring they feel heard.
• Report issues with detailed notes and take action based on feedback.
• Resolve inquiries to customer satisfaction via phone, email, and chat.

Skills

Empathy

Detail-oriented

Quick learner

Troubleshooter

Creative problem solving

Team player

Job description

About Solace

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes.

We're a Series C startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. Our U.S. based team is lean, mission-driven, and growing quickly.

Solace isn't a place to coast. We're here to redefine healthcare—and that demands urgency, precision, and heart. If you're looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you're in the right place. We’re intense, and we like it that way.

Read more in our Bloomberg funding announcement here.

About the Role

As a Customer Experience Representative for Solace, you will support our patients and advocates via phone, email, and chat. Through feedback and action, you’ll also help our team ensure people get the support they need on their healthcare journey.

In this role, you will work with our clients and advocates in a variety of ways—from appointment confirmations and in-depth troubleshooting to developing creative solutions that resolve issues our clients and advocates encounter. You will also support new clients during their first experiences with Solace, while sharing and tracking feedback to help us continuously improve and create a world-class experience for all of our users.

This position requires flexibility to work any of our three shifts: [5:00 AM - 2:00 PM PT, 7:00 AM – 4:00 PM PT, or 9:00 AM – 6:00 PM PT]. Shift assignments will be discussed during the interview process.

What You’ll Do

• Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience

• Use the resources we supply to provide world-class CS to our clients and advocates

• Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform

• Build strong relationships with our clients and advocates, helping them feel heard and understood

• Take action based on the feedback you receive by reporting issues and sharing detailed notes

• Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat

What You Bring to the Table

• Empathy is your superpower, and you’re confident working through the toughest of conversations, whether by phone, email, or chat

• You’re detail-oriented and understand that sometimes the smallest details make the biggest difference

• You know your way around a computer and are a quick learner who works well in (sometimes) hectic circumstances, thriving while learning new tasks

• You are a natural troubleshooter. You know what questions to ask to get to the root of any issue, and have enough tech experience to walk someone through basic issues with their browser or phone

• You are a creative problem solver and won’t hesitate to lean on your team for help when necessary, but will execute confidently when called upon

• You are more than comfortable giving and receiving feedback

• You thrive on ensuring great outcomes for every person you interact with

• You enjoy and embrace interacting with people from all walks of life in order to ensure they’re getting the health care they deserve

• You’re comfortable forming quick bonds during your contact with our clients, and thrive under the pressure of resolving complex issues, even when those clients are upset

• You’re flexible and willing to jump in and assist with anything when called upon

• If you see something that’s not quite right or that is causing friction, you are not shy about reporting the trouble and help suggest a solution

• You’re a team player with a “get it done” mentality, ready to contribute meaningfully to your team’s success

Applicants must be based in the United States.

Up for the Challenge?

We look forward to meeting you.

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