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About The Role:
- Oversee a team of managers and approximately 30 agents.
- Build the strategy, processes, and operating rhythm needed to deliver a fast, empathetic, and high-converting experience.
- Set clear expectations and build onboarding programs, training, and playbooks to drive quality, productivity, and customer satisfaction.
What You’ll Do:
- Partner with QA and Training to ensure consistent, high-quality interactions.
- Build scalable SOPs, reporting frameworks, and processes for the prospect pod.
- Collaborate with Workforce Management on capacity planning and forecasting.
What We’re Looking For:
- 5 to 7 years of experience in senior CX, support, operations, or customer-facing team leadership.
- Comfortable building new teams, processes, and structures in a fast-growing environment.
- Data-driven decision maker who cares deeply about customer experience.
Solace
Solace is a healthcare advocacy marketplace connecting patients and families to experts who help them understand and take charge of their personal health. Solace is a Series B startup, founded in 2022, with a lean, mission-driven, and quickly growing fully remote U.S. team.