Customer Experience Lead

About this role

We’re Scan.com http://Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

We're looking for a Customer Experience Lead at an exciting time -- we've successfully launched multiple platforms and products, raised over $70m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY.

WHAT YOU WILL BE GETTING INVOLVED IN

The CX Experience Lead sits within our Customer Experience team, reporting to CX leadership and acting as a critical liaison between Customer Experience, Product, Engineering, Operations, and Enablement. This role is responsible for improving the end-to-end customer experience through support operations, issue resolution, process optimization, and voice-of-customer insight — ensuring that both patients and providers have a consistently excellent experience with Scan.com http://Scan.com's platforms.

As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

Customer Support & Issue Resolution

- Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests

- Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation

- Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs

- Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention

- Promoting consistency in customer support by sharing best practices and helping standardize team responses

- Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management

- Establishing and managing SLAs for support channels including Front.com http://Front.com — covering response expectations, triage standards, and performance reporting

- Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps

- Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency

- Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners

Knowledge Management & Enablement

- Maintaining and improving help center content, troubleshooting guides, FAQs, and internal support documentation

- Identifying documentation gaps and recommending new content based on support trends, product changes, and recurring customer questions

- Partnering with Enablement to develop training materials, support playbooks, and process documentation for CX tools and workflows

- Creating tailored support resources for different audiences including referral partners, attorneys, and third parties

Customer Insights, Feedback & Voice of Customer

- Tracking customer issues, support trends, and recurring themes by analyzing support volume, ticket categories, and feedback sources

- Collecting, synthesizing, and communicating customer feedback to identify pain points and opportunities to improve the experience

- Leading or supporting NPS, CSAT, and other survey programs to gather actionable insights

- Developing voice-of-customer reporting, customer journey documentation, and trend analysis to inform CX strategy and cross-functional decision-making

Cross-Functional Collaboration

- Partnering closely with Product, Engineering, and Operations to surface recurring workflow issues and support resolution of systemic problems

- Contributing to the testing, rollout, and refinement of new support workflows, onboarding improvements, and retention-focused initiatives

- Acting as a CX advocate across the organization by bringing forward customer feedback and operational insights that improve the overall customer experience

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR

1. Build and document SOPs across all key CX support workflows — so the team operates consistently, customers get reliable responses, and gaps are eliminated.

2. Launch and grow a centralized Notion knowledge base that the CX team, and cross-functional partners, genuinely rely on day-to-day.

3. Stand up SLA standards for Front.com http://Front.com and other support channels, with clear triage standards and reporting that holds the team accountable.

4. Deliver voice-of-customer reporting that directly shapes a product or operational decision — demonstrating that the customer's voice has a real seat at the table.

5. Earn trust as a cross-functional partner to Product, Engineering, and Operations — someone those teams proactively loop in because of the value you bring.

WHAT YOU MIGHT BRING TO THE TABLE

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

- A background in customer support, SAAS, CX operations, or a customer-facing operational role — with hands-on experience driving process improvement

- An analytical m

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