Customer Experience Specialist

About the role

A trusted expert resource for customers navigating their 10X Health journey, handling escalated inquiries and resolving complex issues with empathy, professionalism, and a strong commitment to delivering exceptional service.

Responsibilities

• Provide detailed information about 10X Health’s products and services, managing complex customer cases, and ensuring a positive and seamless customer experience.
• Work closely with cross-functional teams to address customer needs, maintain accurate records, and uphold company policies.
• Document all customer interactions with attention to detail and data integrity across CRM platforms.
• Coordinate with cross-functional teams to facilitate a seamless, personalized client experience from start to finish.
• Support administrative needs such as scheduling appointments, processing payments, and managing records, while upholding service standards.
• Stay informed on procedural updates, company policies, and evolving health and wellness trends to ensure accurate and current client support.
• Participate in training and continuous improvement efforts to enhance service quality and contribute to a high-performing, client-centered team.

Requirements

• Prior experience in customer service, or a related role, within healthcare or wellness is required.
• Proficient in CRM systems (e.g., Salesforce, HubSpot), Shopify, Microsoft Office Suite, and other relevant technical software.
• Experience with data analysis and reporting is a plus.
• An associate's degree is preferred, but relevant work experience will also be considered.

Competencies

• Exceptional communication skills with the ability to engage clients empathetically and professionally, even in challenging situations.
• Demonstrated ability to navigate complex, multi-variable customer issues with sound judgment, delivering effective and compliant solutions while maintaining composure under pressure.
• Proven commitment to delivering high-quality service with a continuous focus on identifying opportunities to improve client satisfaction.
• Meticulous attention to detail in maintaining accurate documentation and safeguarding client data integrity across systems.
• Effective time management skills with a track record of meeting deadlines and managing competing priorities in fast-paced environments.
• Proven ability to collaborate cross-functionally to support shared goals and ensure a seamless, consistent client experience.
• Embody the 10X mindset — personally invested in growth, accountability, and delivering experiences that match the caliber of the brand.

Commitment to Diversity

We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.