Job Opportunities API

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 -