Hiring: CX Enablement & Operations Lead Company: Alloy Health Location: United States Job Posted Time: 2026-09-16 11:51:43 Employment Type: Remote Target Skills & Keywords : EMR, Stripe, Vendor Management, Zendesk About the job Experience: •2+ years in customer experience or customer support, including hands-on ownership of escalations or billing issues •Time on a small or fast-moving team where there wasn’t a documented answer for every situation •You’ve written or maintained documentation, macros, or process notes that other people relied on •Proficiency with Zendesk or a comparable CRM, including comfort with views, macros, and reporting •Spreadsheet fluency. You can build a pivot table and explain what a number actually means Required Skills: •Own the Systems, Not Just the Tasks •Own our SOP, macro, and knowledge base library. Keep it accurate as process changes, and write the SOP when a situation comes up often enough to need one •Maintain tagging and taxonomy hygiene so the team’s reporting stays trustworthy •Fix the process, not just the ticket. When you see the same issue three times, bring the root cause and a recommendation, not just the count •Pilot new tools, templates, and workflows, then document what actually worked and what didn’t •Serve as the first point of contact for our offshore CX partners and internal team on policy and workflow questions •Unblock edge cases and complex tickets, and route escalations to the right owner quickly •Recognize the calls that aren’t yours. Clinical guidance, compliance exposure, pricing exceptions, and commitments to partners get escalated, not decided Qualifications: •A relevant degree or demonstrated analytical work can stand in for a years of experience Compensation: •$50,000 - $80,000 / year •Flexible work environment (work from home / hybrid options) •Competitive salary & equity package with mid-stage equity Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!