Senior Client Experience Coach & Escalation Lead

OpenKrill; EE. UU.; A distancia; USD 110.000 - 170.000; Jornada completa

Descripción de la vacante

Emora Health is seeking a Senior Client Experience Lead to own complex client escalations, coach a distributed CX team, and set the standard for thoughtful, responsive service.

This hands-on player‑coach role emphasizes staying close to day‑to‑day work, turning challenging experiences into trust‑building moments for families navigating care.

You will partner with Clinical and Operations to improve workflows and ensure high‑quality communication across channels.

Formación

• 3+ years in customer experience, client services, or another high‑touch, consumer‑facing service environment.
• Natural coach or team lead who mentors teammates, handles escalations, or helps others improve.
• Exceptional communicator who can turn frustrated customers into satisfied ones.
• Customer‑obsessed and able to use good judgment beyond scripts.
• Calm under pressure, emotionally intelligent, and able to handle sensitive conversations with empathy.
• Proactive and resourceful, comfortable owning in a fast‑moving environment.
• Hands‑on and energized by solving problems and helping others improve.

Responsabilidades

• Own complex client escalations, including scheduling issues, billing concerns, clinician transitions, and service complaints.
• Turn frustrated families into satisfied clients who feel heard and supported continuing care.
• Lead and coach the distributed Client Experience team with day-to-day guidance and escalation support.
• Set a high standard for client communication across phone, email, and messaging with empathy and sound judgment.
• Coach on de-escalation, service recovery, and beyond‑policy problem solving.
• Identify recurring service challenges and help improve workflows and escalation processes.
• Partner with Clinical, Operations, and other teams to resolve issues and ensure smooth transitions for families.
• Monitor client feedback to identify opportunities to improve team performance.

Conocimientos

Customer experience

Coaching

Escalation handling

Empathy

Communication

Conflict resolution

Ownership

Descripción del empleo

Emora Health is seeking a Senior Client Experience Lead to own complex client escalations, coach a distributed CX team, and set the standard for thoughtful, responsive service.

This hands-on player‑coach role emphasizes staying close to day‑to‑day work, turning challenging experiences into trust‑building moments for families navigating care.

You will partner with Clinical and Operations to improve workflows and ensure high‑quality communication across channels.