Telehealth CX Leader — Scale Patient Experience

Health-eCommerce.com; United States; On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with company match

Flexible PTO

Wellness reimbursements

Professional development

Bonus eligibility

Job summary

Health-eCommerce.com is seeking a Customer Experience Manager to lead the frontline CX team in a healthcare-focused environment. You will oversee phone, chat, and email support, coaching staff, and driving improvements across processes and tools.

You will partner with Clinical, Pharmacy, Product, and other teams to resolve complex issues, monitor quality, and implement scalable onboarding and training for CX employees.

Qualifications

• Minimum of 4+ years of experience in customer support, customer experience, or contact center operations.
• 2+ years of direct people management experience.
• Experience in healthcare, telehealth, insurance, pharmacy, or another compliance-sensitive environment.
• Strong analytical and problem-solving skills.
• Proven experience managing high-stakes or emotionally sensitive customer escalations.
• Experience building or managing quality assurance, training, onboarding, and performance management processes.
• Ability to use operational metrics to make staffing, workflow, and performance decisions.
• Strong written and verbal communication skills.
• Experience with Zendesk or a comparable customer support platform.

Responsibilities

• Lead the day-to-day Customer Experience organization and establish clear expectations for productivity, quality, attendance, customer experience, and follow-through.
• Manage, coach, and develop CX team members through regular one-on-ones, performance conversations, feedback, and development planning.
• Own the overall health of the support operation across phone, chat, and email, including queue volume, backlog, staffing coverage, service levels, and emerging support trends.
• Forecast staffing and coverage needs using contact volume, service-level performance, seasonality, and business changes.
• Own significant or recurring customer issues that require coordination beyond the frontline team, including clinical workflow errors and shipping delays.
• Partner with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and third-party vendors to determine root cause and drive resolution.
• Identify patterns across tickets and escalations signaling broader product or operational issues.
• Manage CX escalation framework and involving senior leadership or Legal/Compliance when needed.
• Handle complex or emotionally charged patient interactions ensuring empathy and risk-appropriate responses.
• Own the QA program including standards, reviews, scoring, coaching, and documentation.

Skills

People management

Customer support

Analytical skills

Escalation management

Cross-functional collaboration

Zendesk

Communication

Tools

Zendesk

Job description

Health-eCommerce.com is seeking a Customer Experience Manager to lead the frontline CX team in a healthcare-focused environment. You will oversee phone, chat, and email support, coaching staff, and driving improvements across processes and tools.

You will partner with Clinical, Pharmacy, Product, and other teams to resolve complex issues, monitor quality, and implement scalable onboarding and training for CX employees.