Customer Experience Team Lead

Title: CX Team Lead
Type:Hybrid 

Location: New York City, Hybrid

Department: Operations

Job Description:

The US healthcare system is complex, error-prone, and financially draining. Medical bills and insurance coverage shouldn’t be this hard to navigate. At Granted, we’re building the one solution every American can turn to for help.

Thanks to AI and new regulations, Granted can fight claim denials, correct billing errors, negotiate bills, and make coverage easier to understand—saving people time, money, and stress. Our goal is simple: to be the #1 platform that empowers all Americans to take charge of their healthcare.

 About Us

Founded by former Oscar Health leaders, we’re a seed-stage company with $17M in funding. We’re lucky to be backed by the founders and investors at Hugging Face, Rocket Money, Oscar Health, TrueBill, CaseText, Forerunner Ventures, RRE Ventures, and more. We are well-funded for the next few years.

About the role

We’re looking for a CX Team Lead to manage and scale our Healthcare Advocacy team—the front line of how we support our users. You’ll lead and coach team members who work directly with users to resolve complex healthcare issues. You’ll also own the operational systems and processes that drive quality, speed, and customer satisfaction.

This is a high-impact leadership role that sits at the intersection of operations, customer experience, and product strategy. You’ll work cross-functionally with engineering and product to identify what should be automated, what should be human, and how to deliver both with excellence. You’ll also help shape what service excellence looks like as we scale—from how we triage claims to how we train our advocates to how we track performance.

Key Responsibilities

• Lead and coach our team of Healthcare Advocates, providing regular feedback, mentorship, and performance development.

• Own and refine workflows across the customer experience—from intake to resolution—improving speed and consistency while maintaining a high bar for empathy and quality.

• Create scalable systems: Design SOPs, templates, and QA frameworks that allow us to onboard new advocates quickly and deliver reliably at scale.

• Track performance: Monitor KPIs like resolution time, success rate, CSAT, and cost-to-serve; identify gaps and lead initiatives to close them.

• Handle escalations and be the point of contact for resolving complex member issues and provider challenges.

• Collaborate across teams: Work with product, engineering, and design to prioritize automation opportunities and workflow improvements.

• Drive strategy: Help define what a high-performing support model looks like in a hybrid AI + human services environment.
  About you

• Experienced healthcare operator: You have 5–8 years of experience in healthcare, healthtech, or insurance. You understand the nuances of claims, benefits, billing, and how to advocate within the system.

• Proven team leader: You’ve directly managed teams of 5 or more and have experience scaling operations, coaching people, and building team culture. You’ve handled performance management, set goals, and helped your team grow professionally.

• Process-oriented and analytical: You think in systems and are energized by building from scratch. You’ve designed workflows, set up metrics dashboards, and can zoom into the details without losing the big picture.

• Strong communicator and collaborator: You can align cross-functional teams, lead team meetings, and represent your function in conversations with product, engineering, or leadership.

• Mission-driven and user-focused: You care deeply about improving people’s healthcare experiences and are motivated by the impact we can make for patients navigating a broken system.
  
  Compensation

• $100K – $150K • Offers Equity

At Medbill AI we offer:

• A competitive salary

• offers equity

• Top-tier medical, vision, and dental insurance

• One Medical membership

• Mental health benefits through Talkspace

• Unlimited PTO