Solace is hiring a Customer Experience Manager to lead a team supporting clients and advocates navigating healthcare. You will manage team members and help them provide exceptional service in a lean, mission-driven, and fast-growing environment.

What You'll Do

Manage team members and support the team through feedback and structured action.
Work directly with representatives, clients, and advocates on tasks ranging from appointment confirmations to in-depth troubleshooting.
Resolve client and advocate inquiries to their complete satisfaction via phone, email, and chat.
Invent creative solutions to resolve issues when no established template exists.
Build strong relationships with clients and advocates, ensuring they feel heard and understood.
Gather, share, and track feedback to drive constant improvement of the customer experience.
Take action based on feedback by reporting issues and owning the follow-through.
Learn and utilize Solace's internal systems, tools, and supplied resources.

What We're Looking For

A track record of managing CX or support teams in a high-growth, high-stakes environment; you have hired, coached, and parted ways with underperformers when necessary.
Obsessive attention to detail and comfort with emotional volatility; you stay calm and relentlessly constructive.
Technical fluency: you can debug browser quirks and configure systems like Zendesk.
A troubleshooting mindset and the creativity to invent solutions.
Feedback fluency: you give it early, receive it gratefully, and turn it into fuel for improvement.
A strong bias for action: you flag customer pain points, propose fixes, and own follow-through.
Startup reflexes: you thrive with shifting priorities and ambiguity, focused on making things better fast.
Applicants must be based in the United States.