Senior Customer Experience Lead

OpenKrill; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer experience

Coaching

Escalation handling

Empathy

Communication

Conflict resolution

Ownership

Job description

THE ROLE

At Emora, we believe exceptional client experience goes beyond resolving issues. It's about making families feel heard, supported, and confident in their care, especially when things don't go as planned.

We're looking for a Senior Client Experience Lead who can turn difficult customer interactions into moments that build trust. You'll personally handle our most challenging client situations, coach our distributed Client Experience team, and help set the standard for thoughtful, responsive, and genuinely exceptional service.

At Emora, retention is growth. A single poor experience can cause a family to leave care, while a thoughtful response can make all the difference. This is a hands-on player-coach role, not a traditional management position. You'll lead by example, stay close to the day-to-day work, and help the team develop the judgment and confidence to deliver outstanding service.

WHAT YOU'LL DO

• 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.

WHO YOU ARE

• 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 experience mentoring teammates, handling escalations, or helping others improve, whether or not you've formally managed people.
• An exceptional communicator who can turn an angry or frustrated customer into someone who feels understood, respected, and confident in the resolution.
• Customer‑obsessed and comfortable using good judgment rather than relying solely on policies or scripts to resolve difficult situations.
• Calm under pressure, emotionally intelligent, and able to navigate sensitive conversations with empathy and confidence.
• Proactive, resourceful, and comfortable taking ownership in a fast‑moving environment where not every situation has an established playbook.
• Hands‑on and energized by both solving customer problems yourself and helping others become better at doing the same.

NICE TO HAVE

• Experience at a consumer company recognized for exceptional customer service, hospitality, or customer loyalty.
• Experience in digital health, healthcare, telehealth, or another high‑trust service environment.
• Experience supporting or coaching distributed or offshore customer service teams.
• Experience improving service quality, escalation processes, or customer support workflows.

ABOUT EMORA HEALTH

Emora Health is a rapidly growing, venture‑backed virtual behavioral health company changing the way mental health care is delivered to kids, teens, and young adults. We are building the industry‑leading end‑to‑end care platform to elevate the care experience for families, while connecting each to licensed, specialized therapists and psychiatric clinicians who work across a range of challenges – including ADHD, anxiety, depression, trauma, and other emotional or behavioral conditions.

With 75% of mental health symptoms emerging before age 24 – and fewer than half of youth receiving the care they need – we're on a mission to close the gap in access while advancing care efficacy. By delivering early, effective intervention, we help youth build personal skills, reach key developmental milestones, and develop lasting emotional resilience.

We’re seeking ambitious, driven, agile, and passionate candidates who are ready to spearhead our growth and serve as early members of a rapidly growing team.