Client Experience Escalation Specialist

Role overview Lead by example in a hands-on client experience role focused on resolving sensitive, complex situations for families receiving care. You’ll personally manage escalations while coaching a distributed service team, helping improve both individual interactions and the processes behind them.

Responsibilities - Take ownership of difficult client concerns involving scheduling, billing, clinician changes, service complaints, and other sensitive matters. - Communicate with families in ways that help them feel listened to, supported, and clear about next steps. - Guide and coach team members through day-to-day work and escalations. - Help teammates strengthen their skills in de-escalation, service recovery, and sound judgment. - Identify recurring problems and improve service workflows, escalation guidance, and internal resources. - Coordinate with Clinical, Operations, and other teams to support smooth care transitions and consistent service. - Review client feedback and service quality to spot opportunities for improvement.

Requirements - Experience in customer experience, client services, or another high-touch, consumer-facing service setting; the source indicates ability matters more than a fixed tenure threshold. - Experience mentoring colleagues, handling escalations, or helping others improve, whether or not in a formal management role. - Strong communication skills, including the ability to handle frustrated customers with empathy and clarity. - Good judgment when standard scripts or policies do not resolve a situation. - Calmness and emotional awareness in sensitive, high-pressure conversations. - Resourcefulness, ownership, and comfort working in a fast-moving environment without a playbook for every case.

Nice to have - Experience in healthcare, telehealth, digital health, or another high-trust service setting. - Experience supporting distributed or offshore service teams. - Background improving customer support workflows, escalation handling, or service quality. - Experience at a consumer organization known for strong service or customer loyalty.