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Emora Health is a venture-backed virtual behavioral health platform serving kids, teens, and young adults. This is a hands-on player-coach role leading the Client Experience team while personally handling the most complex and sensitive customer escalations.
You will own difficult client situations including scheduling issues, billing concerns, clinician transitions, and service complaints. Your core responsibility is turning frustrated families into confident, supported clients who continue care with Emora. You'll coach a distributed Client Experience team on de-escalation, service recovery, and sound judgment in navigating sensitive conversations. You'll set communication standards across phone, email, and messaging, helping teammates develop the confidence and empathy to deliver exceptional service.
Beyond day-to-day escalation handling and team coaching, you'll identify recurring service challenges and work with Clinical, Operations, and other teams to improve workflows, escalation processes, and internal resources. You'll monitor client feedback and service quality metrics to identify opportunities for team and organizational improvement. This role requires staying close to the work, leading by example, and helping the team develop judgment rather than relying solely on scripts or policies.
Emora's mission is to close the gap in mental health access for youth—75% of mental health symptoms emerge before age 24, yet fewer than half of youth receive needed care. Your work directly impacts whether families feel heard and confident in their care journey.
REQUIREMENTS:
- 3+ years of experience in customer experience, client services, or high-touch consumer-facing service environment (emphasis on ability to deliver exceptional service over years)
- Natural coach or team lead with experience mentoring teammates, handling escalations, or helping others improve (formal management experience not required)
- Exceptional communicator who can turn frustrated customers into people who feel understood and confident in resolution
- Customer-obsessed with good judgment; comfortable going beyond policies or scripts to do what's right
- Calm under pressure, emotionally intelligent, able to navigate sensitive conversations with empathy and confidence
- Proactive, resourceful, comfortable taking ownership in fast-moving environment without established playbooks
- Hands-on and energized by both solving problems personally and helping others improve
NICE TO HAVE:
- Experience at consumer company recognized for exceptional customer service, hospitality, or loyalty
- Experience in digital health, healthcare, telehealth, or high-trust service environment
- Experience supporting or coaching distributed or offshore customer service teams
- Experience improving service quality, escalation processes, or customer support workflows
