Founding Client Experience Lead — Senior Coach for Escalations

emorahealth.com; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Emora Health seeks a Senior Client Experience Lead to turn difficult interactions into trusted moments. You will own complex escalations, coach our distributed Client Experience team, and help set the standard for thoughtful, responsive service.

As a hands-on player-coach, you will stay close to day-to-day work, guiding the team to deliver exceptional care and improve workflows across Clinical, Operations, and other teams.

Qualifications

• 3+ years in customer experience, client services, or high-touch consumer-facing roles.
• Strong communication and listening skills with ability to de-escalate.
• Natural coach or team-lead with mentoring or escalation experience.

Responsibilities

• Own complex client escalations, including sensitive situations.
• Turn frustrated families into satisfied, confident continuers of care.
• Provide day-to-day guidance to a distributed Client Experience team.
• Set high standards for client communication across channels.
• Coach team members on de-escalation and problem-solving.
• Identify recurring service challenges and drive workflow improvements.
• Partner with Clinical and Operations to ensure smooth transitions for families.
• Monitor feedback to improve team performance and client experience.

Skills

Coaching

Communications

Empathy

Resilience

Problem-solving

Job description

Emora Health seeks a Senior Client Experience Lead to turn difficult interactions into trusted moments. You will own complex escalations, coach our distributed Client Experience team, and help set the standard for thoughtful, responsive service.

As a hands-on player-coach, you will stay close to day-to-day work, guiding the team to deliver exceptional care and improve workflows across Clinical, Operations, and other teams.