Client Experience Manager

Prosper Health • New York, NY

20h

About The Position

Our client experience team is crucial to making our clients feel supported day-to-day — managing all inbound phone, text, and email support. We believe in putting clients first, and that ethos runs through everything we do: every interaction is held to a high standard because the people on the other end of it deserve nothing less.
As our Client Experience Manager, you will lead this team and own the function fully — hitting SLAs, building out triage structures, managing response quality, and establishing SOPs. When something breaks (e.g. a flagged spam number), you don't wait for someone to tell you how to fix it — you figure out what needs to happen, execute, and build the process that prevents it from happening again.
This is a rare opportunity for someone who wants to do more than manage a function — you'll shape it. We're a startup, which means you'll report directly into senior leadership, have a real seat at the table, and build processes and team culture largely from the ground up.
The ideal person for this role thinks like an owner. They're restless about quality and never satisfied with "good enough" when better is possible. They're comfortable in ambiguity, resourceful with tooling and systems, and they genuinely care about the clients this team serves.

Requirements

• Bring 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly
• Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling — and you pick up new systems quickly
• Think and act like an owner — you don't wait to be told something is broken, and you're never fully satisfied with the current bar when better is possible
• Genuinely care about the clients your team serves, and let that shape how you set standards and develop your people

Nice To Haves

• NYC-based preferred; open to remote for the right candidate

Responsibilities

• Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager your team can rely on for clear direction, honest feedback, and real development.
• Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar.
• Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in.
• Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them — whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion.
• Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional.
• Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team — reducing the volume of issues the team has to field in the first place.
• Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed