Senior Client Experience Lead | Escalations & Coaching

Alt; New York (NY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Emora Health is seeking a Senior Client Experience Lead in the United States to transform challenging interactions into trusted experiences. You will coach a distributed Client Experience team and personally handle the most sensitive client situations, guiding day‑to‑day operations and establishing best practices for empathetic, effective service.

You will stay close to frontline work, model client-first behavior, and help the team develop judgment and confidence to deliver outstanding care

Qualifications

• 3+ years of experience in customer experience, client services, or another high‑touch, consumer‑facing service environment; we care more about your ability to deliver exceptional service than a specific number of years.
• A natural coach or team lead who has mentored teammates, handled escalations, or helped others improve, with or without formal management responsibilities.
• An exceptional communicator who can turn an angry or frustrated customer into someone who feels understood, respected, and confident in the resolution.

Responsibilities

• Personally own complex client escalations, including scheduling issues, billing concerns, clinician transitions, service complaints, and other sensitive situations.
• Turn frustrated or disappointed families into people who feel heard, supported, and confident continuing care with Emora.
• Serve as a hands‑on lead for our distributed Client Experience team, providing day‑to‑day guidance, coaching, and escalation support.
• Set a high standard for client communication across phone, email, and messaging, helping teammates navigate difficult conversations with empathy and sound judgment.
• Coach team members on de‑escalation, service recovery, problem‑solving, and knowing when to go beyond standard procedures to do what's right for the client.
• Identify recurring service challenges and help improve workflows, escalation processes, and internal resources to create a more consistent client experience.
• Partner with Clinical, Operations, and other teams to resolve client issues and ensure families experience smooth transitions throughout their care.
• Monitor client feedback and service quality to identify opportunities to improve team performance and the overall client experience.

Skills

Customer experience leadership

Coaching

Escalation management

Job description

Emora Health is seeking a Senior Client Experience Lead in the United States to transform challenging interactions into trusted experiences. You will coach a distributed Client Experience team and personally handle the most sensitive client situations, guiding day‑to‑day operations and establishing best practices for empathetic, effective service.

You will stay close to frontline work, model client-first behavior, and help the team develop judgment and confidence to deliver outstanding care