Customer Experience Lead

At Clover Health, we are committed to providing high-quality, affordable, and easy-to-understand healthcare plans for America’s seniors. We prioritize preventive care while leveraging data and technology through the Clover Assistant, a powerful tool that helps physicians make informed health recommendations. By giving doctors a holistic view of each member’s complete health history, we ensure better care at a lower cost—delivering the highest value to those who need it most.

As a Customer Experience Lead, you will be responsible for managing a team of 8–10 agents who deliver exceptional service to our Medicare Advantage members and providers. You will be accountable for coaching, performance management, and driving a culture of excellence, while ensuring that the team consistently meets and exceeds service standards. This is a full-time onsite position based in Houston, TX.

Call Center Hours:
Our call center operates between 8:00am and 8:00pm CST. Shift schedules are on a rotating basis, and Leads are expected to provide flexibility — including rotating weekend support during our peak season to ensure consistent team coverage and member service:

• Monday–Friday (April 1 – October 1)
• Monday–Sunday (October 1 – March 31)

As a Customer Experience Lead, you will: 

• Lead and develop a team of 8–10 Customer Experience Agents through ongoing coaching, mentoring, and performance management, fostering a culture of accountability, empathy, and high-quality service.
• Drive operational excellence by leading daily huddles, one-on-ones, and team check-ins to align on goals and resolve escalated or complex issues swiftly, ensuring exceptional member and provider experiences.
• Oversee team performance and compliance by monitoring KPIs (quality, satisfaction, efficiency), ensuring adherence to SOPs and regulatory standards, and leveraging AI tools for call quality, sentiment insights, and self-service optimization.
• Collaborate cross-functionally and with leadership to resolve complex issues, streamline processes, and optimize scheduling, staffing, and workload balance for peak operational effectiveness.
• Drive continuous improvement and change initiatives by collecting and sharing insights from team and customer interactions, amplifying the voice of the customer to inform leadership decisions, and supporting system rollouts, workflow enhancements, and training updates.

Success in this role looks like: 

• Leading a high-performing call center team that delivers personalized, empathetic, and efficient service to our Medicare Advantage members and providers. 
• Ensuring your team is armed with the tools and technology needed to create motivated, resourceful and engaged agents. 
• Regularly identifying trends in customer feedback and recommending solutions to CX and broader MA Plan leadership that results in improved experiences and more efficient processes. 

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