Customer Experience Manager, Solace
Patient advocates for navigating healthcare
Open for applications
Patient advocates for navigating healthcare
21-100 employees
Open for applications
21-100 employees
Company mission
To bring humanity back to healthcare by empowering patients, improving outcomes, and restoring the promise of the US healthcare system.
Role
Who you are
- Empathy deepened by rigor: You feel what the customer feels and still demand measurable results
- A track record of managing CX or support teams in a high-growth, high-stakes environment; you’ve hired, coached, and, when necessary, parted ways with underperformers
- Obsessive attention to detail; you spot the missing comma and the systemic process gap in the same glance
- Technical fluency: you debug browser quirks one minute and wire up a Zendesk trigger the next. (We love a manager who can read an error log.)
- A troubleshooting mindset and the creativity to invent solutions when no template exists
- Feedback fluency: you give it early, receive it gratefully, and turn it into fuel for improvement
- Comfort with emotional volatility: whether a patient is panicked about a surgery or an advocate is juggling competing priorities, you stay calm, incisive, and relentlessly constructive
- Bias for action: if something drags our customers down, you flag it loud, propose the fix, and own the follow-through
- Startup reflexes: priorities shift, ambiguity reigns, and the only constant is the mandate to make things better fast
What the job involves
- As a Customer Experience Manager for Solace, you will be managing team members and through feedback and action, you’ll be supporting our team in getting people the help they need on their healthcare journey
- In this role, you will work with our representative, clients and advocates, supporting them in numerous ways
- From appointment confirmations to in-depth troubleshooting, to coming up with creative solutions that resolve any issues that our clients and advocates encounter
- You will also share and track feedback so that we can make Solace a world-class experience for all of our users
- Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience
- Use the resources we supply to provide world-class CS to our clients and advocates
- Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform
- Build strong relationships with our clients and advocates, helping them feel heard and understood
- Take action based on the feedback you receive by reporting issues and sharing detailed notes
- Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat
Our take
The US healthcare system is complex and difficult to navigate. This leaves many patients overwhelmed with paperwork and insurance claims, and struggling against limited provider availability.
Solace has set out to tackle this issue, by connecting patients with expert healthcare advocates. These professionals, including former doctors and nurses, offer support and guide patients through their healthcare challenges.
With substantial funding to its name, Solace is in a position to expand its services, grow its network of advocates, and enhance coverage across Medicaid and private insurance plans. Alongside a partnership with Medicare, Solace aims to make healthcare advocacy more accessible and continue empowering patients with expert support.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Apr 2025
$60m
SERIES B
Aug 2024
$14m
SERIES A
Total funding: $74m
Company HQ
Centennial, Redwood City, CA
Leadership
Jeremy Gurewitz
(Co-Founder & CEO)Previously a VP at Literati and Imperfect Foods. Prior to that, they were a Senior Manager of Growth at Man Crates and an Associate Portfolio Manager at Lord Abbett & Co.
Sara Sargent
(Co-Founder & CPO)Previously the Head of Brand at Synthesis and Literati. They were also an Independent Creative & Brand Strategist as well as the Lead Content Editor at MV3 Marketing.
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