Customer Experience Lead

Customer Experience Lead

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America's seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member's complete health history, we ensure better care at a lower costdelivering the highest value to those who need it most.

As a Customer Experience Lead, you will be responsible for managing a team of 1015 agents who deliver exceptional service to our Medicare Advantage members and providers. You will be accountable for coaching, performance management, and driving a culture of excellence, while ensuring that the team consistently meets and exceeds service standards. This is a full-time onsite position based in Houston, TX.

Call Center Hours: Our call center operates between 8:00am and 8:00pm CST. Shift schedules are on a rotating basis, and Leads are expected to provide flexibilityincluding rotating weekend support during our peak season to ensure consistent team coverage and member service:

• MondayFriday (April 1 October 1)
• MondaySunday (October 1 March 31)

As a Customer Experience Lead, you will:

• Mentor and develop a team of 1015 Customer Experience Agents through ongoing coaching and performance management, fostering a culture of accountability, empathy, and high-quality service.
• Drive operational excellence by leading daily huddles, one-on-ones, and team check-ins to align on data-driven goals and resolve escalated or complex issues swiftly, ensuring exceptional member and provider experiences.
• Oversee team performance and compliance by monitoring KPIs (quality, satisfaction, efficiency), ensuring adherence to SOPs and regulatory standards, and leveraging AI tools for call quality, sentiment insights, and self-service optimization.
• Act as a collaborative, solutions-oriented leader who proactively identifies contact center challenges, streamlines processes, and helps optimize scheduling, staffing, and workload balance for peak operational effectiveness.
• Drive continuous improvement and change initiatives by collecting and sharing insights from team and customer interactions, amplifying the voice of the customer to inform leadership decisions, and supporting system rollouts, workflow enhancements, and training updates.
• Lead the team through change with clarity and consistency, helping agents adapt quickly to new workflows, tools, business priorities, and member needs.

Success in this Role:

• Leading a high-performing call center team that delivers personalized, empathetic, and efficient service to Medicare Advantage members and providers.
• Ensuring your team has the tools, coaching, and support needed to stay engaged, resourceful, and effective in a fast-changing environment.
• Identifying trends in customer feedback and operational performance, and translating them into practical recommendations that improve both experience and efficiency.
• Helping the team adapt quickly and confidently to evolving workflows, priorities, and tools while maintaining strong service and compliance standards.

You Should Get in Touch If:

• You have 4+ years of contact center experience, with at least 23 years in a lead or supervisory role.
• You are passionate about coaching and developing individuals, and have experience leading diverse, high-performing teams.
• You are highly accountable and thrive in a fast-paced, metrics-driven environment.
• You have experience with IVR systems and customer engagement platforms.
• You are curious about technology and open to leveraging AI-driven tools to improve efficiency and customer experience.
• You are agile, adaptable, and comfortable adjusting quickly when priorities, workflows, or member needs change.
• You have strong coaching, de-escalation, and conflict resolution skills.

Benefits Overview:

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy.
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Paid parental leave for all new parents
• And much more!

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover's inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one's identity. All of our employee's points of view are key to our success, and inclusion is everyone's responsibility.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

Final pay is based on several factors including but not limited to internal equity, market data, and the applicant's education, work experience, certifications, etc.

A reasonable estimate of the base salary range for this role is:

$92,000 - $120,000 USD