Customer Experience Manager – Telehealth

FSAStore.com, Inc.

. Lead the day-to-day Customer Experience organization and establish expectations for productivity, quality, attendance, customer experience, and follow-through .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer experience operations, including quality assurance, performance management, and team development. Proficient in analyzing operational metrics to drive staffing and workflow decisions while maintaining high service levels in a compliance-sensitive environment.

Highest-signal resume keywords

Customer Experience ManagementQuality Assurance ProcessesPerformance ManagementAnalytical Problem-SolvingZendesk Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support OperationsStaffing ForecastingEscalation ManagementOperational Metrics AnalysisTraining DevelopmentSOP MaintenancePerformance CoachingProcess ImprovementDocumentation SkillsCross-Functional Collaboration

Soft Skills

EmpathyJudgmentCommunication SkillsLeadershipSolutions-Oriented Mindset

Tools & Technologies

ZendeskHelp Center Content ManagementReporting ToolsDocumentation Tools

Industry Keywords

HealthcareTelehealthInsurancePharmacyCompliance-Sensitive Environment

About the role

Key responsibilities & impact

Lead the day-to-day Customer Experience organization and establish expectations for productivity, quality, attendance, customer experience, and follow-through
Manage, coach, and develop CX team members through one-on-ones, performance conversations, feedback, and development planning
Own support operations across phone, chat, and email, including queue volume, backlog, staffing coverage, service levels, and support trends
Forecast staffing and coverage needs and recommend scheduling, workflow, temporary support, or headcount changes
Own significant or recurring customer issues involving clinical workflows, pharmacy fulfillment or shipping, vendors, checkout or sign-up, payments, and marketing communications
Partner with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and vendors to determine root causes, establish ownership, and drive resolution
Identify patterns across tickets and escalations that indicate broader product, workflow, vendor, training, or operational issues
Own the CX escalation framework and determine when sensitive or high-risk issues require escalation
Handle complex or emotionally charged patient interactions when necessary
Own the quality assurance program, including standards, review processes, scoring consistency, coaching, and documentation
Use QA findings to identify performance opportunities and gaps in training, workflows, policies, tools, or communications
Own onboarding and ongoing development for CX employees
Maintain accurate SOPs, agent macros, training materials, and Help Center content
Track and communicate CX metrics and trends, including service levels, response times, backlog, quality, contact drivers, escalations, and customer pain points
Translate frontline feedback and support data into insights and recommendations for leadership and cross-functional teams
Identify opportunities to reduce avoidable customer contacts through product, patient journey, communications, automation, and process improvements
Build repeatable processes that allow the CX organization to scale

Requirements

What you’ll need

Minimum of 4+ years of experience in customer support, customer experience, or contact center operations, including 2+ years of direct people management experience
Experience managing a frontline support team with accountability for performance, quality, coaching, staffing, and service levels
Experience in healthcare, telehealth, insurance, pharmacy, or another compliance-sensitive environment strongly preferred
Strong analytical and problem-solving skills with demonstrated ability to investigate ambiguous issues, determine root causes, and drive cross-functional resolution
Proven experience managing high-stakes or emotionally sensitive customer escalations with sound judgment and empathy
Experience building or managing quality assurance, training, onboarding, and performance management processes
Ability to use operational metrics to make staffing, workflow, and performance decisions and communicate recommendations to leadership
Strong written and verbal communication skills, including experience working with senior leaders, external vendors, and cross-functional partners
Experience with Zendesk or a comparable customer support platform, along with confidence working across reporting, documentation, and communication tools
Entrepreneurial and solutions-oriented mindset with the ability to lead through changing processes, tools, priorities, and business needs
Ability to manage multiple active priorities without losing track of ownership, follow-through, or deadlines
Must be able to work EST hours

Benefits

Comp & perks

Discretionary Annual Bonus Eligibility: Up to 15%
Medical, Dental, Vision, and 401K with a company match
Dependent Care, FSA & HSA accounts
Paid Parental & Bonding Leave
Flexible PTO & office closure on all major holidays
Monthly wellness & internet reimbursements
Professional development including certification support & leadership coaching
Mental Health resources
100% remote within the United States
Must be able to work EST hours