Telehealth CX Manager — Scale & Automate

Enhanced US LLC; Oregon; Hybrid; USD 110,000 - 140,000; Full time

Job summary

Enhanced is seeking a results-driven CX leader to scale our direct-to-consumer health platform. You will coach agents, own the escalation protocol for clinical and operational issues, and partner across product and operations to reduce friction.

You’ll drive CSAT, first response time, and resolution time, automate high-volume contact reasons with AI, and ensure SLA performance with vendors. Remote-friendly, with occasional travel to NYC.

Qualifications

• 3+ years managing customer experience for a direct-to-consumer brand, ideally in telehealth or another regulated healthcare business.
• Hands-on experience with ticketing and helpdesk platforms.
• Experience managing CX agents and working with external vendors and contractors.
• A track record of implementing CX automation or AI support tools with measurable deflection results.
• Experience tracking performance against SLAs for internal agents and external suppliers, and using data to run a team.
• Experience working cross-functionally with external partners (telehealth providers, pharmacies, software development) and internal product, marketing, and operations teams.
• Working knowledge of HIPAA and clinical escalation protocols.

Responsibilities

• Lead the CX team: Assign and manage work across our CX agents, hold the team to our SOPs, and evaluate performance. Step in to handle tickets directly during staffing gaps or volume spikes.
• Own escalations: Build and run the escalation protocol for clinical, operational, and vendor issues, including our pharmacy and telehealth partners. Personally handle high-risk tickets.
• Drive metrics and insights: Own CSAT, first response time, resolution time, and contact volume by reason. Establish baselines and reporting, set improvement targets, and proactively bring recurring issues and recommended fixes to product and operations.
• Improve the customer journey: Map the end-to-end customer journey and improve key touchpoints to drive satisfaction, conversion, and retention.
• Scale through automation: Automate high-volume contact reasons and first touchpoints, and use AI tools to scale support without adding headcount, with the goal of fully automated first response and resolution of all common ticket categories within your first year.
• Manage vendor and SLA performance: Track performance against SLAs for both agents and external suppliers, and use that data to run the team and manage partners.

Skills

Customer experience

Data-driven

Cross-functional partner

Automation mindset

Tools

Ticketing platforms

Job description

Enhanced is seeking a results-driven CX leader to scale our direct-to-consumer health platform. You will coach agents, own the escalation protocol for clinical and operational issues, and partner across product and operations to reduce friction.

You’ll drive CSAT, first response time, and resolution time, automate high-volume contact reasons with AI, and ensure SLA performance with vendors. Remote-friendly, with occasional travel to NYC.