Remote Lead, Customer Experience & Escalations

clarioclinical; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision coverage

Remote work options

Tuition reimbursement

Employee assistance and wellness

Life and disability insurance

Job summary

Clario is seeking a Lead Customer Service Experience Manager to bridge Customer Care, customers, and internal partners. You will guide complex escalations, set expectations, and drive improvements in service quality.

You’ll analyze trends, identify root causes, and collaborate on product issues, delivering data-driven recommendations and governance to elevate the customer experience. Based in the United States with remote work options, you will mentor coordinators and managers, leading

Qualifications

• Bachelor's degree in electronics, completion of technical school, or equivalent practical experience.
• At least 5 years in escalation management, client success, or customer experience related roles.
• LEAN or ITIL certification and Agile certification.
• Proficiency with Microsoft Office applications.
• Excellent English communication skills.
• Based in the United States and able to work remotely.

Responsibilities

• Lead complex customer escalations from identification through resolution, establishing clear expectations with customers and internal stakeholders while maintaining strong customer relationships.
• Analyze escalation trends, identify root causes, collaborate on product-related issues, and translate findings into actionable recommendations that improve Customer Care processes, quality, and customer satisfaction.
• Develop and implement resolution strategies in partnership with Customer Care Management, monitoring outcomes and ensuring alignment with applicable budgets, guidelines, standard operating procedures, and policies.
• Review customer escalation and business analysis reports to prioritize risks, maintain visibility and momentum, and identify data-driven opportunities to improve departmental processes and workflows.
• Partner with users and internal and external stakeholders, including sponsors, sites, and clinical research associates, to provide risk assessments, impact analyses, reports, and presentations to Customer Care Management.
• Lead governance activities and special projects arising from escalation meetings and broader process-improvement initiatives.
• Train, mentor, and coach Customer Service Experience Coordinators and Customer Service Managers, provide technical leadership, and support the manager with team leadership responsibilities.

Skills

Escalation management

Customer experience management

Stakeholder communication

Data analysis

Problem solving

English proficiency

Education

Bachelor's degree in electronics or completion of technical school or equivalent practical experience

Tools

Microsoft Office

Job description

Clario is seeking a Lead Customer Service Experience Manager to bridge Customer Care, customers, and internal partners. You will guide complex escalations, set expectations, and drive improvements in service quality.

You’ll analyze trends, identify root causes, and collaborate on product issues, delivering data-driven recommendations and governance to elevate the customer experience. Based in the United States with remote work options, you will mentor coordinators and managers, leading