Lead Customer Experience Agent, Bilingual English/Spanish

Mia Aesthetics

Lead Customer Experience Agent in a team transforming lives through accessible plastic surgery. Engaging with patients to provide empathetic support and resolve their concerns.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Engage directly with patients to understand feedback and overall experience, providing clear, empathetic, and professional communication
Review and assess patient concerns by analyzing available information to develop a complete understanding of each situation
Investigate reported issues through review of interactions, documentation, and relevant records
Maintain accurate and organized documentation of all findings and patient interactions
Collaborate with internal teams to gather insights and ensure a well-rounded understanding of each case
Assist in resolving patient concerns in a timely and thoughtful manner while ensuring patients feel heard and supported
Identify opportunities to support positive patient feedback and encourage participation in public review platforms
Perform quality reviews of customer interactions and document findings related to both communication and process execution
Identify trends, inconsistencies, and areas of opportunity within patient feedback and internal processes
Support priority assignments and time-sensitive escalations as directed, demonstrating strong judgment and adaptability in a fast-paced environment

Requirements

What you’ll need

Bachelor’s degree preferred or a minimum of 3 years of experience in customer experience, patient services, call center operations, or a related field
Strong verbal and written communication skills with the ability to manage sensitive conversations
High attention to detail with strong analytical and problem-solving abilities
Ability to review and interpret multiple sources of information to form clear and accurate conclusions
Strong organizational skills with the ability to manage multiple priorities simultaneously
Professional and neutral communication style when working across teams
Ability to work independently and adapt to evolving priorities and case complexity
Bilingual (English/Spanish)

Benefits

Comp & perks

on-the-job training
professional development opportunities
opportunities for advancement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experiencepatient servicescall center operationsanalytical skillsproblem-solvingdocumentationquality reviewsdata analysistrend identificationbilingual

Soft Skills

communication skillsempathyattention to detailorganizational skillsadaptabilityjudgmentindependencecollaborationsensitivity managementtime management

Certifications

Bachelor’s degree