Solace

Compensation

Full Description

Job Description: • Lead and develop a team of managers overseeing a growing team of ~30 CX agents, including weekly 1:1s, coaching sessions, and performance reviews. • Set clear expectations and build onboarding programs, training, and playbooks to drive quality, productivity, and customer satisfaction. • Own the prospect experience by designing and refining workflows from initial contact through scheduling. • Develop conversion-focused scripts, messaging, and FAQs while monitoring and improving key metrics (SLA, CSAT, conversion rate, QA, and adherence). • Partner with QA and Training to ensure consistent, high-quality interactions. • Build scalable SOPs, reporting frameworks, and processes for the prospect pod. • Collaborate with Workforce Management on capacity planning and forecasting. • Identify inefficiencies, remove blockers, and implement targeted improvements. • Ensure effective use of tools including Zendesk, phone systems, and AI assistants. • Work cross-functionally with Product, Marketing, and Clinical Operations to create a seamless prospect journey and share insights from prospect conversations to influence product and marketing decisions. Requirements: • 5 to 7 years of experience in senior CX, support, operations, or customer-facing team leadership. • Experience managing managers and large teams. • Strong operational mindset with a track record of driving performance against KPIs. • Comfortable building new teams, processes, and structures in a fast-growing environment. • Excellent communication, coaching, and relationship-building skills. • Data-driven decision maker who cares deeply about customer experience. • Experience in healthcare or startups. • Familiarity with Zendesk, QA tools, WFM platforms, or AI-enabled CX tools. Benefits: • Health insurance • Paid time off • Remote work options