Customer Experience Manager

Company DescriptionPatientFi® is a technology-based, point-of-sale financing company in Irvine, CA that partners with healthcare providers to offer patients a friendly payment solution for out-of-pocket medical and dental procedures. The company serves various healthcare specialties, including plastic surgery, dermatology, ophthalmology, dentistry, fertility, and medical spas. PatientFi's mission is to expand patient access to elective healthcare treatments by removing the cost barrier and providing patients with a convenient payment option. Summary: This is an amazing opportunity to lead the highest rated customer service team in lending. Period. You will be responsible for providing leadership and guidance to the customer experience team, handling escalated customer inquiries, and managing the day-to-day operations of customer support at PatientFi. THIS IS A HYBRID ROLE IN IRVINE, CA. Responsibilities Lead and supervise the customer support team, providing coaching, mentoring, and support to team members to ensure high performance and productivityProvide training and ongoing development opportunities for team members to enhance their skills, knowledge, and abilities in customer service, problem-solving, and product knowledgeAddress complaints received from organizations such as BBB, ensuring prompt responses and satisfactory resolutionsHandle escalated customer inquiries and follow through to resolve problems in a timely and efficient manner, maintaining a high level of customer satisfactionCoordinate with other departments or third parties as necessary to address customer concerns and ensure seamless resolution of issuesOversee the daily operations of the customer support team, including managing schedules, ensuring adequate coverage, and prioritizing tasksContribute to the development and enhancement of our learning centerTrack team performance metrics and key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed to meet performance targetsIdentify opportunities to streamline processes, improve efficiency, and enhance the customer support experience, and implement changes to drive continuous improvementImplement performance management strategies to monitor team performance, identify areas for improvement, and recognize achievementsFoster a culture of open communication, collaboration, and teamwork within the customer support team and across departments • Utilize problem-solving skills to identify root causes of customer issues and implement effective solutions to prevent recurrenceBe responsible for the end-to-end management, optimization, and performance of the AI ecosystem within the Customer Service department.Serve as the primary administrator for Ultimate AI (Chat/Email), Poly AI (Voice), and Zendesk CopilotMonitor live interactions to identify intent gaps; update bot flows, verbiage, and logic to increase resolution rates.Ensure all AI responses are synchronized with company updates (e.g., website verbiage changes, new product launches) and the internal Knowledge Base/Help Center. Pay: $70,000.00 - $75,000.00 Annual; Up to 15% Annual Bonus Desired Skills / Experience3-5 years of leadership experience in a fintech, credit union, or bank.Excellent communication, interpersonal , and problem solving skills.Ability to thrive in a fast-paced, dynamic environment.Strong leadership and team management skills - with a focus on talent development. (NOTE: At this time, PatientFi is unable to sponsor or take over sponsorship of an employment Visa.)PatientFi provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristics protected by federal, state or local law