Remote Senior Customer Experience Manager

About The Role

Join a mission-driven company on the forefront of revolutionizing access to high-quality, affordable mental health care. As the Senior Customer Experience (CX) Manager, you will lead the design, building, and scaling of a best-in-class customer experience team. Your focus will be on coaching and supporting CX Managers, as well as building systems and processes to scale the customer experience. You will play a crucial role in delivering an exceptional experience for both providers looking to grow thriving private practices and people seeking high-quality, affordable care.

What you’ll do:

• Lead, motivate, and enable the Customer Experience team (100+ workforce) to deliver high-quality experiences and support.
• Partner with Customer Experience leadership to identify operational bottlenecks, use data to prioritize work, and optimize workflows for scale.
• Collaborate cross-departmentally to enable the broader organization to deliver an exceptional experience to providers and clients.
• Define high standards of quality and empower the team to deliver on those standards.
• Foster team engagement initiatives that are inclusive and growth-oriented.

Who you are:

• You have 6-8 years of work experience in operations, customer experience, or customer success, ideally at a high-growth startup.
• 4-6 years of people management experience; managing a multi-layer team, including developing leaders committed to equity and inclusion.
• Strong analytical skills, with experience in data structuring and leveraging business intelligence tools.
• Comfortable with tech, with extensive experience using CRM tools. Experience with Zendesk is a huge plus.
• Self-starter with a strong understanding of project management practices.
• Culturally humble, able to build relationships across differences, and possess excellent communication skills.
• Highly organized team player with a customer-centric attitude.
• Passionate about our mission and the future of mental healthcare.

Benefits:

• Remote-first company
• Health insurance plans through major providers
• 401K plan (Roth and traditional)
• Monthly therapy and wellness stipends
• Comprehensive parental leave plans
• Flexible PTO

Salary Band:

$125,000-$155,000