Customer Experience Team Leader/Manager (Remote)

KEY RESPONSIBILITIES

• Lead, coach, and develop a team of 10–15 internal CX agents, fostering a culture of high performance, accountability, and empathy.
• Oversee day-to-day operations for the internal CX team, including real-time workflows, scheduling, shift approvals, reporting, and QA.
• Ensure effective resolution of all escalations.
• Monitor and manage CX program performance, track recurring issues, and implement continuous feedback loops to drive quality and efficiency.
• Guide ticket management and resolution processes, providing real-time coaching and feedback.
• Proactively identify performance gaps or process inefficiencies and drive improvement strategies.
• Partner with other CX leaders and stakeholders to maintain a collaborative, inclusive, and engaged team culture.
• Support product launches by giving feedback, helping with testing, and ensuring readiness from a CX perspective.
• Contribute to cross-functional projects and improve how the CX team works with Product, Engineering, Operations, and others.
• Build and enhance playbooks, workflows, and SOPs to support scaling efforts.
• Participate in hiring efforts and team growth planning.
• Availability to work flexible hours, including weekends or holidays, when necessary.

EXPERIENCE & SKILLS REQUIRED

• 5+ years of experience in a customer-centric environment, preferably in fast-paced, high-growth companies.
• 3+ years of direct CX experience managing, coaching, and developing agents and/or teams to meet performance goals (required).
• Proven experience in startup or program-building environments (required).
• Hands-on experience with Zendesk and managing omni-channel customer service (chat, phone, email, etc.).
• Demonstrated success leading remote teams.
• Experience in the healthcare space is ideal.
• Deep knowledge of personalized customer support and high-touch, relationship-building service models.
• Strong communication skills across all channels — written, verbal, and interpersonal.
• Ability to coach others in prioritization, time management, and operational execution.
• Analytical and systems-thinker with problem-solving skills and comfort with metrics.
• Skilled in onboarding and training team members across tools and systems.
• Collaborative and adaptable; you thrive in ambiguity and enjoy solving evolving team challenges.
• Committed to building a feedback-rich environment and modeling constructive feedback loops at every level.

WHAT YOU BRING

• A growth mindset and a passion for building exceptional customer experiences.
• High emotional intelligence, resilience, and strong leadership instincts.
• A self-starter mentality who values both independent ownership and team collaboration.
• Desire to make a meaningful impact in a mission-driven, people-first company.

WHAT WE OFFER

• Remote working environment
• Company provided computer and other required equipment
• Generous benefits package including Healthcare, Dental, and Vision
• Complimentary Lifeforce Membership for Full Time Employees
• Equity Participation in the Company
• Professional development opportunities
• Collaborative and innovative work environment