Customer Experience Lead

To enhance customer satisfaction in a remote full-time capacity, the Customer Experience Lead will manage support operations, issue resolution, and process optimization while collaborating with cross-functional teams to ensure an excellent experience for both patients and providers. Key responsibilities Manage incoming customer support requests and serve as the primary point of contact for issue resolution and escalations Maintain and improve help center content and internal support documentation while developing training materials for CX tools and workflows Track customer issues and feedback, leading initiatives to gather insights that inform CX strategy and operational improvements Required qualifications Experience in customer support, SaaS, or CX operations with a focus on process improvement Analytical mindset with the ability to identify trends and opportunities from support data and customer feedback Familiarity with customer feedback programs such as NPS and CSAT Proven skills in creating clear and consistent SOPs, knowledge base articles, and troubleshooting guides Strong collaboration skills to work effectively with cross-functional teams