Customer Experience Lead
Skills
AdoptionCustomer ExperienceHealthcareMicrosoft SurfaceOptimizationPreventionProcess Optimization
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Background in customer support SaaS CX operations or a customer-facing operational role with process improvement experience
- Analytical mindset with experience identifying trends root causes and opportunities from support data and customer feedback
- Experience with customer feedback programs such as NPS and CSAT
- Skilled at creating SOPs knowledge base articles FAQs and troubleshooting guides
- Healthcare industry experience required
Nice to have
- Analytical mindset
- Process improvement
- Customer-focused
- Cross-functional
- Detail-oriented
Day to day
- Lead customer support operations across email Slack phone and shared inboxes while ensuring timely issue resolution and smooth portal support
- Improve end-to-end customer experience by creating SOPs optimizing workflows and standardizing responses across CX channels
- Turn customer feedback and support trends into actionable insights that influence product operational and cross-functional decisions
Hiring process
- Introductory call with Talent Partner
- Video interview with hiring manager
- Assessment stage
- Offer