Client Experience Escalation Specialist
The Role
At Emora, we believe exceptional client experience goes beyond resolving issues. It's about making families feel heard, supported, and confident in their care, especially when things don't go as planned.
We're looking for a Client Experience Team Lead who can turn difficult customer interactions into moments that build trust. You'll personally handle our most challenging client situations, coach our distributed Client Experience team, and help set the standard for thoughtful, responsive, and genuinely exceptional service.
At Emora, retention is growth. A single poor experience can cause a family to leave care, while a thoughtful response can make all the difference. This is a hands-on player-coach role, not a traditional management position. You'll lead by example, stay close to the day-to-day work, and help the team develop the judgment and confidence to deliver outstanding service.
What You'll Do
Personally own complex client escalations, including scheduling issues, billing concerns, clinician transitions, service complaints, and other sensitive situations.
Turn frustrated or disappointed families into people who feel heard, supported, and confident continuing care with Emora.
