Customer Experience Lead

Scan.com

Customer Experience Lead managing customer support operations and enhancing user experience for healthcare solutions. Collaborating with cross-functional teams to drive process improvements and resolve customer issues.

Posted 7/17/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $88,000 - $98,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in managing customer support workflows, optimizing standard operating procedures, and driving process improvements to enhance customer experience. Proficient in analyzing support data to identify trends and implement effective solutions.

Highest-signal resume keywords

Customer Support ManagementSOP CreationData AnalysisCX OperationsCustomer Feedback Programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementWorkflow OptimizationTroubleshootingDocumentationSLA Management

Soft Skills

Analytical MindsetCommunicationProblem-SolvingCollaboration

Tools & Technologies

NotionFront.com

Industry Keywords

SAASCustomer Experience (CX)NPSCSAT

About the role

Key responsibilities & impact

Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests
Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation
Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs
Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention
Promoting consistency in customer support by sharing best practices and helping standardize team responses
Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management
Establishing and managing SLAs for support channels including Front.com — covering response expectations, triage standards, and performance reporting
Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps
Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency
Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners

Requirements

What you’ll need

A background in customer support, SAAS, CX operations, or a customer-facing operational role — with hands-on experience driving process improvement
An analytical mindset: comfortable identifying trends, root causes, and opportunities from support data, ticket themes, and customer feedback. Not being afraid to experiment with solutions
Experience with customer feedback programs such as NPS and CSAT, and a genuine interest in understanding and improving the customer experience
Skilled at creating SOPs, knowledge base articles, FAQs, and troubleshooting guides that are clear, consistent, and actually used

Benefits

Comp & perks

Salary range of $88,000- $98,000 per year
401k
Healthcare, Vision, and Dental
All the equipment needed for you to do your role effectively
Flexible working
Remote or hybrid working options (where possible)
Personal Development budgets
18 days PTO plus public holidays
10 paid sick days
Inclusive policies designed by our team, for our team