Client Experience Lead

CareDesk is seeking a dynamic and tech-savvy Client Experience Lead to oversee and continuously improve the client journey across all customer-facing functions. This role combines leadership of frontline support staff with responsibility for optimizing workflows, technology systems (with a focus on Zendesk and CRM platforms), and service delivery practices.

The Client Experience Lead will ensure clients and users receive timely, accurate, and professional support while also driving process improvements that enhance satisfaction, reduce friction, and strengthen long-term relationships. This role is ideal for someone who thrives in fast-growing environments, is equally comfortable with technology and people leadership, and can jump between strategy and hands-on execution.

Key Responsibilities

• Lead and coach support staff handling client service requests, ensuring consistent service standards and professional communication
• Own and optimize the ticketing and CRM systems (Zendesk preferred) to improve usability, efficiency, and reporting accuracy
• Monitor and analyze client interactions to identify friction points, escalate trends, and implement journey improvements across all touchpoints
• Resolve complex or escalated client issues with professionalism and speed, setting the standard for service recovery
• Collaborate with other functions (operations, IT, HR, RCM, etc.) to address systemic issues and improve cross-departmental workflows
• Develop, document, and implement support policies and standard operating procedures to align with best practices
• Track key performance indicators (KPIs), prepare reports, and present actionable insights to leadership
• Introduce and champion technology enhancements that improve client service and team efficiency
• Act as a subject matter expert on CRM and client support tools, providing guidance and training to team members
  
  

Qualifications

Education & Experience

• Bachelor's degree preferred; alternatively, 5+ years of relevant experience in client support, customer experience, or operations, with at least 1-2 years in a leadership role
• Zendesk certification (or similar CRM system certification) preferred
• Healthcare or professional services background strongly preferred
  
  

Skills & Competencies

• CRM & Support Expertise: Strong knowledge of CRM and support platforms (Zendesk preferred), with the ability to configure, optimize, and train others on system use
• Client Journey Mindset: Proven ability to map, analyze, and enhance user journeys to improve client satisfaction and reduce friction across touchpoints
• Process Improvement: Skilled in diagnosing workflow challenges, standardizing procedures, and implementing scalable improvements
• Prioritization & Execution: Demonstrated ability to manage multiple priorities, balance short-term service demands with long-term improvements, and thrive in a fast-paced environment
• Communication: Strong written and verbal communication skills, with the ability to draft policies, craft client-facing correspondence, and prepare executive-level updates
• Leadership & Coaching: Experienced in guiding, mentoring, and holding team members accountable, setting high service standards and fostering continuous improvement. Analytical Thinking: Ability to interpret KPIs, identify trends in client interactions, and translate data into actionable insights for leadership
  
  

Success in this role will be measured by:

• Improved client satisfaction and reduced escalations across all support channels
• Shorter resolution times and increased first-contact resolution rates
• Clear, consistent documentation of support processes and user journeys
• Higher team performance through coaching, accountability, and adoption of best practices
• Demonstrated enhancements to workflows, tools, and client touchpoints that create a smoother overall client experience
  
  

Benefits

• 401(k)
• 401(k)matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off
• Flexible Schedule