Client Experience Escalation Specialist

Emora Health

. Personally own complex client escalations, including scheduling issues, billing concerns, clinician transitions, service complaints, and other sensitive situations .

Posted 10/20/2026full-timeRemote • New York • United StatesMid-LevelSenior💰 $70,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client experience management, focusing on effective communication, problem-solving, and service recovery. Proven ability to lead and mentor teams while improving workflows and client satisfaction in high-touch service environments.

Highest-signal resume keywords

Client Experience ManagementEscalation HandlingTeam MentoringExceptional Communication SkillsService Quality Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Emotional IntelligenceCalm Under PressureProactive Problem-SolvingResourcefulness

Industry Keywords

Customer ExperienceClient ServicesDigital HealthHealthcareTelehealthHigh-Touch Service EnvironmentService RecoveryCustomer LoyaltyDistributed TeamsEscalation Processes

About the role

Key responsibilities & impact

Personally own complex client escalations, including scheduling issues, billing concerns, clinician transitions, service complaints, and other sensitive situations
Turn frustrated or disappointed families into people who feel heard, supported, and confident continuing care with Emora
Serve as a hands-on lead for the distributed Client Experience team, providing day-to-day guidance, coaching, and escalation support
Set standards for client communication across phone, email, and messaging
Coach team members on de-escalation, service recovery, problem-solving, and judgment beyond standard procedures
Identify recurring service challenges and improve workflows, escalation processes, and internal resources
Partner with Clinical, Operations, and other teams to resolve client issues and ensure smooth care transitions
Monitor client feedback and service quality to improve team performance and the overall client experience

Requirements

What you’ll need

3+ years of experience in customer experience, client services, or another high-touch, consumer-facing service environment
Experience mentoring teammates, handling escalations, or helping others improve
Exceptional communication skills for resolving difficult customer situations
Customer-obsessed and able to use good judgment beyond policies or scripts
Calm under pressure, emotionally intelligent, and able to navigate sensitive conversations
Proactive, resourceful, and comfortable in a fast-moving environment
Hands-on approach to solving customer problems and coaching others
Nice to have: experience at a consumer company recognized for exceptional customer service, hospitality, or customer loyalty
Nice to have: experience in digital health, healthcare, telehealth, or another high-trust service environment
Nice to have: experience supporting or coaching distributed or offshore customer service teams
Nice to have: experience improving service quality, escalation processes, or customer support workflows

Benefits

Comp & perks

Equity
Remote work arrangement