Customer Experience Manager

| Heredia, Heredia, CRI
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Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

About the Role

As Customer Experience Manager for the Loyalty Team, you will take inbound requests from customers requesting to cancel, identify key issues in customer satisfaction and develop solutions to retain the business. You will analyze quantitative and qualitative customer metrics to identify early indicators of possible cancellations and make outbound calls to proactively address customers issues. This is an individual contributor without any direct reports. 

Your Area of Focus

  • Provide a positive image for Tebra by delivering outstanding customer support to our customers as it pertains to their Tebra product suite and services
  • Identify solutions for customer issues and work closely with the customer to resolve
  • Work cross-functionally with other teams, including Account Management, Onboarding and Accounting, to ensure a positive and cohesive customer experience
  • Help improve Tebra's product and processes by contributing to the development of the departments plans and the strategy using your unique insight into the challenges faced by our clients and acting on our customers’ behalf as their advocate
  • Document detailed customer feedback regarding cancellation reasons and retention tactics in Salesforce.

Your Professional Qualifications

  • 2+ years experience in customer service, support or a similar role
  • A professional and friendly demeanor
  • Keen problem solver with superb attention to detail
  • Excellent verbal and written communication skills - you will persuade, present and problem solve throughout the day!
  • Self-learner who thrives in the opportunity to take initiative
  • A passion for energetic and fast-paced environments
  • Enjoy interfacing with customers and addressing their questions and concerns
  • Familiarity with Salesforce, Slack and Google Suite
  • A team player who is ready and willing to support the team and our customers

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our ValuesStart with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.


#LI-SS1 #LI-Hybrid

Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/

If you would like to report a fraudulent Tebra job posting, please contact us at [email protected] and consider reporting your experience to the FBI's Internet Crime Complaint Center or the Better Business Bureau to help keep others safe online, too.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Angular.JSFrameworks

An Insider's view of Tebra

What’s the vibe like in the office?

The office vibe is unreal. We have a culture that promotes hard work, all while celebrating the wins along the way. Our team is composed of individuals who are constantly looking to help each other grow and succeed in their current roles. You know you’re working somewhere special when every single day you’re excited to wake up and go to work!

Davion

Rowles

What projects are you most excited about?

I enjoy challenging projects that provide unique learning opportunities and have a positive impact on our customers. Working on these types of projects alongside my talented teammates is rewarding and allows me to grow as an engineer. I’m incredibly proud of the features and tools we’ve built for our amazing customers over the past few years.

Kit

Johnston

How does the company support your career growth?

I feel that there is a distinct path for me, and that by achieving goals and metrics I will be able to continue to find success in growing my career. My manager encouraged me to expand the scope of my role as much as possible and I was promoted quickly. Here at Tebra, there is a clear mentality of learning and growing as much as you can.

Faizan

Razak

What are Tebra Perks + Benefits

Tebra Benefits Overview

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Tebra hosts a monthly all-hands meeting to give company updates and drive connection.
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Wellness days
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Generous PTO
Paid holidays
Flexible time off
Bereavement leave benefits
Office Perks
Company-sponsored outings
Some meals provided
Onsite office parking
Home-office stipend for remote employees
Mother's room
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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